New Contributor

Question

No OTP's after port switch over

Forum|Forum|9 days ago
September 2, 2026
7 replies
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Hi l got my new ID SIM and my old number ported over with no issues. However when l try to access bank sites etc requiring a verification code, l am not receiving and text messages with the code. I have get my settings and the right phone number is stored in my phone. I have tried my new ID SIM in my old handset and the verification messages work there. However when l try the ID SIM in my new phone, l am into get the verification messages. My old handset was a pixel 7 and the new one a pixel 11 - android 17. Any assistance would be great

A

AgentDess

New Contributor

Yep im having the same issue.
Ported from O2 to ID.
Old phone was Huawei P30 new phone is pixel 10.

Have been tried various things after contacting customer service including putting sim into old phone and then eventually requesting and esim for the new phone still not getting the financial OTP codes. Normal sms work fine.

Number was ported a few weeks ago but only been trying to get banking apps setup in the last couple of days.

One suggestion i read online is to remove the Adult Content filter which apparently can block OTP/2FA codes. So ive done that, will wait 30mins then try the app again to see if i can get the OTP code through. Otherwise back to customer service team.

I suspect the routing files is bit messed up during port from O2 but will see what happens.
split-port or SMS routing fault

Gemma M

iD Mobile Employee

Hi @AgentDess,

Thanks for sharing your experience.

As you've already tried a replacement SIM/eSIM and the issue appears to be affecting OTP/banking verification texts only, we'd recommend continuing to work with our Customer Service Team via Live Chat so they can investigate further.

It's possible that there's an issue with how certain verification messages are being routed following the port from O2, but we'd need our technical teams to review this to determine whether there's any provisioning, routing or porting-related issue.

As normal SMS messages are working, it's important that the team can review the account and the results of the troubleshooting you've already completed.

You can contact them here: https://www.idmobile.co.uk/live-chat

Hopefully the team can get to the bottom of it for you soon.

Regards,

Gemma M

The iD Mobile Social Media Team

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P

PAYEWAMS60Author

New Contributor

I started a live chat with ID support. They advised to remove my new SIM and give it a good clean. When l did this and put the SIM back in, my OTP text messages worked

A

AgentDess

New Contributor

They had to pass me to technical support team for further investigation.

My issue is defo around split-port or routing fault.

Gemma M

iD Mobile Employee

Hi @PAYEWAMS60,

Thanks for the update.

As the issue is now with our Technical Team, we'd recommend waiting for their investigation to be completed. From what you've described, you've already provided some useful testing results, including the fact that the SIM behaves differently between devices, which should help the team narrow down the cause.

While we appreciate your thoughts regarding a possible routing or porting-related issue, we'll need to allow the Technical Team time to complete their checks and confirm the root cause.

We apologise for the inconvenience you've experienced and appreciate your patience while the investigation is ongoing. Hopefully you'll receive an update and full resolution soon.

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Gemma M

iD Mobile Employee

Hi @PAYEWAMS60,

Thanks for your post.

Based on what you've described, it sounds like the issue is with the new Pixel 11, rather than the SIM card or the number transfer itself.

As the verification texts are:

Arriving on your old Pixel 7, and
Not arriving on your new Pixel 11,

the SIM and service appear to be working correctly.

We'd recommend contacting our Customer Service Team via Live Chat so they can run some checks and investigate further: https://www.idmobile.co.uk/live-chat

When you contact them, let them know that:

The number port completed successfully.
Verification/OTP texts work with the SIM in your old Pixel 7.
Verification/OTP texts do not arrive when the same SIM is used in your Pixel 11.

This will help the team rule out any account issues and advise on the next steps.

We hope this gets resolved for you soon.

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.