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App registration is not sending email OTP


I have been trying to log in on web or the app, and on both been asked to create a new account. When I do I am told I will receive an email OTP. But it never arrives so I cannot complete the process to re-create my account.

Looking through the community it seems like there are other people in a similar position. Has anyone been able to resolve this?

It seems poor that I need to re-create my account, when the old account details should be migrated to the new system.

Best answer by Matthew T

Evening @benlidgey,

With the OTP issue, I’d recommend trying at off-peak times (early morning/late evening). If you continue to have issues, let me know. Unfortunately, due to a range of new features the new app provided (such as multi-plan management), we were unable to migrate details over .

Thanks.

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Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1707 replies
  • Answer
  • June 13, 2024

Evening @benlidgey,

With the OTP issue, I’d recommend trying at off-peak times (early morning/late evening). If you continue to have issues, let me know. Unfortunately, due to a range of new features the new app provided (such as multi-plan management), we were unable to migrate details over .

Thanks.


  • Author
  • Active Contributor
  • 5 replies
  • June 13, 2024

I was advised to try a generic email domain, such as gmail or outlook, which worked. Why it doesn’t work with any domain sounds like a bug.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1707 replies
  • June 14, 2024

Morning @benlidgey,

Without sharing your whole email address, can you please share the domain you originally tried to use. Will feedback to the team to investigate.

e.g @gmail.com

Thanks.


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  • Active Contributor
  • 5 replies
  • June 14, 2024

Have DM’d you


  • New
 Contributor
  • 1 reply
  • October 6, 2024

Please can someone help me?

just going round in circles!!!

why can’t I receive a OTP? 
many thanks 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1707 replies
  • October 7, 2024

  • Active Contributor
  • 7 replies
  • November 23, 2024

+1 for no OTP to a gmail account from auth.my.idmobile.co.uk -- either today, or when I first tried midweek a couple of months ago.


  • Active Contributor
  • 7 replies
  • November 23, 2024

Update to my last +1, which is still with the moderators: yahoo worked fine, unlike gmail.


 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1707 replies
  • November 25, 2024

@kidari -

Glad you managed to get in with yahoo.com, did you try both @gmail.com and @googlemail.com variants? Thanks.


  • Active Contributor
  • 7 replies
  • November 25, 2024

Googlemail?  How quaint :-).  No, didn’t try that.  Yahoo was .co.uk, in case that’s at all helpful.