Having trouble receiving One Time Passcodes (OTPs) from banks, apps, or services? We know that's frustrating, but don't worry! Here are some steps to help get you back on track:
Before you start: Has your number switched recently?
If you have recently switched to iD Mobile and kept your old number, receiving OTPs is often the very last service to start working. This is normal during a number switch (port).
- If your number switched today: Please wait until 10pm the following working day. OTPs from banks usually start working 24 hours after calls and standard texts are active.
- If it has been more than 24 hours: Continue with the steps below.
Step 1 - Use our Coverage and Status checkers.
Signal or service issues in your area can prevent you from receiving OTPs. Use our Coverage checker to check the signal strength and our Status checker to find out about any ongoing network maintenance activities or outages in your area.
- If you’re in an area with poor network coverage: This may affect your ability to receive OTPs.
- If there is a network issue in your area: There’s no need to contact us, Three, our Network Partner, will already be aware of the issue and will resolve it as soon as possible.
Step 2 - Enable 'Premium' in the iD Mobile app.
Many OTPs are sent via shortcodes. While receiving these is usually free, having the 'Premium' feature blocked on your account can sometimes prevent them from arriving.
- Open the iD Mobile app or log in to my.idmobile.co.uk.
- Tap ‘Plan’.
- Scroll down.
- Tap ‘Manage your iD services’.
- Tap the toggles to Enable ‘Premium’. Tap ‘Save’ to confirm your changes.
Step 3 - Check Blocked Numbers and Spam.
Most OTPs are sent from automated numbers (e.g 60060). These are frequently mistaken for spam by modern smartphones.
- Check your Blocked List: Ensure you haven't accidentally blocked the number your bank or service uses to text you.
- Check your Spam/Junk Folder: Open your Messages app and look for a ‘Spam’, ‘Blocked’, or ‘Unknown Senders’ folder. Your OTP might be sitting in there.
Step 4 - Perform a Manual Roam.
This refreshes your connection to the network and often forces stuck SMS messages to arrive. Here’s how to do it:
I’m using an iPhone:
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Open Settings.
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Tap ‘Mobile Service’.
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Tap ‘Network Selection’.
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Turn off the ‘Automatic toggle’.
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Choose a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
I’m using a Samsung Galaxy:
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Open ‘Settings’.
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Tap ‘Connections’.
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Tap ‘Mobile Networks’.
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Tap ‘Network Operators’.
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Turn off the ‘Automatic toggle’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
Most other Android phones:
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Open ‘Settings’.
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Tap ‘Network & Internet’.
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Tap ‘Mobile network’.
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Tap ‘Advanced’.
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Tap ‘Network operators’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch back to Automatic selection.
Once you’ve performed a Manual Roam, see if you’re able to send or receive texts. If not, continue following the steps in this article.
Step 5 - SIM/eSIM Troubleshooting.
If you’ve tried the essential checks and are still unable to receive OTPs, the problem might be with your SIM card or eSIM. Follow the steps relevant to your SIM type:
I’m using a SIM card:
- Remove your SIM card:
Before removing your SIM card, turn your phone off completely. You’ll need a SIM ejector tool (often included in your phone’s box) or a small, unfolded paperclip.
Insert the tool into the small hole next to the tray to pop it open. Gently pull out the SIM tray and carefully take the SIM card out of the tray.
- Inspect and clean your SIM card:
Check the gold contacts for any dust, dirt or smudges. Wipe the gold contacts very gently with a clean, dry, lint-free microfibre cloth.
- Reinsert your SIM card:
Pop your SIM card back in the SIM tray. Carefully slide the SIM tray back into the phone until it clicks securely into place. Turn your phone back on and see if you’re able to receive OTPs
I’m using an eSIM:
- Toggle your eSIM line OFF and then ON again.
This can refresh the connection of your eSIM profile. Here’s how you can do it:
- I’m using an iPhone:
- Open Settings.
- Tap ‘Mobile Service’.
- Under the ‘SIMs’ section, tap your iD Mobile eSIM.
- Set the toggle for ‘Turn On This Line’ to OFF.
- Wait 60 seconds.
- Set the toggle for ‘Turn On This Line’ to ON.
- I’m using a Samsung Galaxy:
- Open Settings.
- Tap ‘Connections’.
- Tap ‘SIM manager’.
- Select your iD Mobile eSIM from the list.
- Set the toggle to OFF.
- Wait 60 seconds.
- Set the toggle to ON.
- Most other Android phones:
- Open Settings.
- Tap ‘Network & Internet’.
- Tap ‘SIMs’.
- Select your iD Mobile eSIM from the list.
- Set the toggle to OFF.
- Wait 60 seconds.
- Set the toggle to ON.
Once you’ve refreshed the connection of your eSIM profile, see if you’re able to receive OTPs. If not, continue following the steps in this article.
Step 6 - Phone Troubleshooting.
Still not working? Let's check your phone settings. OTPs often require specific permissions to come through:
I’m using an iPhone:
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Disable ‘Filter Unknown Senders’.
This setting puts messages from numbers not in your contacts into a separate list, and can sometimes stop you getting notifications for OTPs.
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Open ‘Settings’.
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Tap ‘Apps’.
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Tap ‘Messages’.
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Scroll down to ‘Message Filtering’.
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Ensure ‘Filter Unknown Senders’ is switched OFF.
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Check your Date & Time.
Security protocols for OTPs often require your phone's time to be perfectly synced with the network.
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Date & Time’.
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Ensure ‘Set Automatically’ is switched ON.
- Re-enter your Mobile Number.
In most cases, re-entering your Mobile Number on your iPhone can resolve issues with receiving OTPs:
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Open ‘Settings’.
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Tap ‘Apps’.
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Tap ‘Phone’.
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Tap ‘My Number’.
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Enter your mobile number, using +44 instead of the first 0.
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Tap ‘Save’.
- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your iPhone. Here’s how:
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Transfer or Reset iPhone’.
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Tap ‘Reset’.
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Select ‘Reset Network Settings’.
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Enter your passcode, then tap ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
I’m using a Samsung Galaxy:
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Check Premium SMS permissions.
Many OTPs are sent via "Premium SMS" or shortcodes. If your phone is set to block these to save money, you won't receive the code.
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Open ‘Settings’.
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Tap ‘Apps’.
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Tap the menu icon (three dots) or ‘Special access’.
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Tap ‘Use Premium text message services’.
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Find your Messaging app and set it to ‘Always allow’ or ‘Ask’.
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Check your Spam Protection.
Samsung phones have built-in spam protection that can be aggressive with automated texts.
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Open the ‘Messages’ app.
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Tap the menu icon (three dots) or your profile.
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Tap ‘Settings’.
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Tap ‘Spam and blocked’ or ‘Block numbers and spam’.
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Check ‘Blocked messages’ to see if your OTP is there.
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Check your APN settings.
Ensure your network settings are correct:
| Name | iD |
|---|---|
| APN | id |
| Username | <leave blank> |
| Password | <leave blank> |
| MMSC | http://mms.um.idmobile.co.uk:10021/mmsc |
| MMS Proxy | mms.idmobile.co.uk |
| MMS APN Username | <leave blank> |
| MMS APN Password | <leave blank> |
| MMS Port | 8799 |
- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your phone. Here’s how:
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Open ‘Settings’.
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Tap ‘General management’.
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Tap ‘Reset’.
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Select ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
Most other Android phones:
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Check Premium SMS permissions.
Many OTPs are sent via "Premium SMS" or shortcodes. If your phone blocks these, you won't receive the code.
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Open ‘Settings’.
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Tap ‘Apps’.
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Tap ‘Special app access’.
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Tap ‘Premium SMS access’.
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Find your Messaging app and set it to ‘Always allow’ or ‘Ask’.
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Check your Spam Folder.
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Open the ‘Messages’ app.
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Tap the menu icon (three dots) or hamburger menu.
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Tap ‘Spam & Blocked’.
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Check to see if your OTP is in this list.
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Check your APN settings.
Ensure your network settings are correct:
| Name | iD |
|---|---|
| APN | id |
| Username | <leave blank> |
| Password | <leave blank> |
| MMSC | http://mms.um.idmobile.co.uk:10021/mmsc |
| MMS Proxy | mms.idmobile.co.uk |
| MMS APN Username | <leave blank> |
| MMS APN Password | <leave blank> |
| MMS Port | 8799 |
- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your phone. Here’s how:
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Open ‘Settings’.
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Tap ‘System’.
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Tap ‘Advanced’.
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Tap ‘Reset options’.
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Select ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
Step 7 - One last check.
Don't worry, this is the last thing to try. This one last check will help us isolate the problem, so we know exactly how to get you sorted:
I’m using a SIM card:
- Test your iD Mobile SIM card in another compatible phone.
Turn your phone off completely. Remove your iD Mobile SIM card and pop it into another compatible phone.
- If you can receive OTPs on the other phone, then your phone might have a fault and may need repair. Check out this Community article for more helpful information.
- If you’re unable to receive OTPs on the other phone, pop your SIM back into your phone and contact us for further support.
- Test another SIM card in your phone.
Turn your phone off completely. Remove your iD Mobile SIM card and pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.
- If you can receive OTPs using the other SIM card, then there may be a problem with your iD Mobile SIM card or services. Pop your iD Mobile SIM card back into your phone and contact us for further support.
- If you’re unable to receive OTPs using the other SIM card, then your phone might have a fault and may need repair. Check out this Community article for more helpful information.
I’m using an eSIM:
- Test a physical SIM card in your phone.
Turn your phone off completely. Pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.
- If you CAN receive OTPs with the physical SIM:
This means your phone hardware is working perfectly. The issue is likely with your iD Mobile eSIM or account. Please contact us so we can check your settings or arrange a replacement eSIM.
- If you CAN’T receive OTPs with the physical SIM:
This suggests your phone might have a hardware fault and may need repair. Check out this Community article for more helpful information.
Still having issues?
We’re sorry to hear you’re still having issues receiving OTPs. Please contact us for further support, noting down the outcome from Step 7.
