Hey there @Kp57, thank you for reaching out.

We’re sorry to hear you’re having issues with your payments. Are you having issues via direct debit, or paying manually? Or both please?

Thanks,

Tyler

I’m having the same problem - I bank with Coop and they have said that there is a problem for customers with ID Mobile accounts.

The SIM provider isn’t sending the verification codes to mobiles, leading to the Verified by Visa system to decline the payment.

There has been a similar problem for Sky mobile users

https://helpforum.sky.com/t5/Sky-Mobile/Visa-Secure-issue/m-p/4661767

It affects any online payment with my debit cards which require the Verified by Visa / Visa Secure check.

It’s really frustrating - it worked fine with my old SIM provider before I moved to ID Mobile.

Hi @tpmcv,

Welcome to the Community!

It sounds like an OTP issue, please try the link below for troubleshooting methods.

https://community.idmobile.co.uk/troubleshooting-177

Kash

Hi Kash - 

Er … I’m not sure why you suggested that link as it’s just taken me to a page about posting items on the ID Community.

Not the most helpful response to the question!

(Also - what does OTP mean?)

Apologies @tpmcv, this is the correct link:

Thanks.

Thanks - this is a link to generic issues with SIMs, and doesn’t address the specific issue. It needs a techncial solution from ID Mobile.

(SOmeone from the technical team contacted me several days ago but nothing since.)

@tpmcv these aren’t generic steps, they are specific to OTPs. I’d recommend trying them, notably the Manual Roam has been effective for other customers. Thanks.

Hi - checking through in more detail I can see that I have done all of these things.

Also - my bank reported that other customers of theirs with ID mobile SIMS had reported a similar problem.

In that case @tpmcv, I’d check back with Live Chat who can view the status of your ticket with the technical team. Thanks.

Hi tpmcv.

Just out of interest, did you get this issue sorted?

I too am a COOP customer and I cant use my debit or credit card online.

I have been told by my bank that they don’t use OTP’s any more, as it is linked to the sim.

If I had known about this before, I don’t think I would have switched to ID.

No - still have the same problem but Coop Verified by Visa person I spoke to changed the notification method from message to email so the iD SIM fail doesn't stop the process.

Bloody hell. 

How did you manage to speak to a verified by visa person?

Was it online or by telephone?

Thanks for you speedy reply.

Blimey!

Just out of interest, how did you manage to speak to a verified by visa person?

Was it online or by telephone?

Thanks.

Just rang the normal Coop helpline and explained that the VbV notification method had to change.

Good luck!

This isn’t true!

Some use OTP, others use their own dedicated app to authenticate transactions.

Changing how you receive these codes is not the best way to deal with the issue. If you can't receive OTPs from the Co-Op, then you likely can't receive them from other institutions. Have any of you recently ported a number over to iD Mobile? It could all be the result of a split port!

I’m only going on what the lady I spoke to, said to me. (COOP Bank)

Thanks for the help!

Hi ​@owlsman,

I hope you managed to resolve this.

If you require further assistance, please let us know.

Kash

I am having the exact same problem. I bank with the Co-operative bank. I'm now unable to make any online payments using my debit card. I ported my old number I had with O2. I've changed providers multiple times and kept my old number and never had this issue before. I can make purchases with my Barclaycard and Santander credit card and receive the OTP's ok. This is causing me so much hassle. Has anyone managed to resolve it?

Hi ​@Jackie Clowes 

I’m sorry to hear this, the issue is just happening with Co-operative, correct?

How long ago did you transfer your number over to us?

Tom

Yes it's only happening with my Co-operative Bank debit card when I try to make an online transaction. It says the payment has been declined. I can use my Barclaycard & Santander credit card for transactions and have received OTP's from them to authorise the payment. I moved to ID from O2 in February but kept my old number. Yesterday was the first time I needed to pay with my debit card. Very frustrating as I was trying to pay my car tax. I've now had to pay extra for paying by credit card. I spoke with an advisor from the bank who suggested that my SIM was not being recognised to make online payments. Not sure what I can do if I cant make online purchases with my card. Didn't think changing providers would be such a hassle this time around. 

Hey there ​@Jackie Clowes, sorry to hear that. Would you like us to PM you to investigate this further?

Thanks,

Tyler

Yes please

Hey there ​@Jackie Clowes, we’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Thanks,

Tyler

Hi Jackie, have you had any luck?