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New Contributor
PAYEWAMS60
New Contributor
September 2, 2026
Question

No OTP's after port switch over

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

12 replies

New Contributor
AgentDess
New Contributor
September 4, 2026

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
Gemma M
iD Mobile Employee
September 9, 2026

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
New Contributor
PAYEWAMS60Author
New Contributor
September 4, 2026

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

    New Contributor
    AgentDess
    New Contributor
    September 4, 2026

    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
    Gemma M
    iD Mobile Employee
    September 9, 2026

    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
    Gemma M
    iD Mobile Employee
    September 9, 2026

    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.
    New Contributor
    PAYEWAMS60Author
    New Contributor
    September 9, 2026

    I had a live chat re this issue. I was advised to remove the SIM and clean it. When l reinstalled the SIM, the issue was sortef

    Hosai W
    iD Mobile Employee
    Hosai W
    iD Mobile Employee
    September 17, 2026

    Hi ​@PAYEWAMS60 

    Thank you for reaching out to us, I am glad that this is now resolved.

    Please feel free to reach out to us again if you require further assitance.

    Thanks,
    Hosai

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      New Contributor
      1pexpert
      New Contributor
      October 6, 2026

      So I am having the same issue and the women on the live chat was sadly useless (didn’t even try to read and understand).

       

      I moved from Spusu to Three about a year ago and didn’t realise until recently that my OTPs were not arriving. I spent several weeks going back and forth with 3 and they were also useless.

      I have a Samsung S25 ultra but I tried the sim (and replacement SIM) in other phones and still didn’t work.

      I got fed up with 3 customer service being useless so move to iD Mobile (I know they use 3 but didn’t think that would be a problem) and another forum suggested porting away would fix the issue.

      It hasn’t. Port completed today to iD mobile and still can’t receive OTP. everything else is fine. I cannot access banks or anything while this is the case. Woman on live chat was dismissive and ignored what I was telling her.

      So I thought I would try here and hopefully someone has some insight.

      Is it an account error that will simply remain broken regardless where I move network. Or can my account backend be re-built?

       

      many thanks

      Gemma M
      iD Mobile Employee
      Gemma M
      iD Mobile Employee
      October 8, 2026

      Hi ​@1pexpert,

       

      I’m sorry to hear that you’re still unable to receive OTPs, especially after changing networks and testing replacement SIMs and different handsets.

       

      Have you already tried all of the troubleshooting steps provided in this post?

       

      If you have and the issue is still ongoing, please contact our Live Chat team and ask for a technical ticket to be raised so the OTP/SMS routing can be investigated further.

       

      https://www.idmobile.co.uk/live-chat

       

      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.
      New Contributor
      1pexpert
      New Contributor
      October 8, 2026

      Hi

      Thanks for the reply. Yes all troubleshooting complete, already spoken to live chat who said 24-48 until technical team will contact at latest. That was 55 hours ago as of now....

      Gemma M
      iD Mobile Employee
      Gemma M
      iD Mobile Employee
      October 9, 2026

      Hi ​@1pexpert,

       

      I'm sorry to hear that you've still not received an update, especially as you've already completed the troubleshooting and were advised that the Technical Team would be in touch within 24-48 hours.

       

      As that timeframe has now passed, we'd recommend contacting our Live Chat team again and asking for an update on the technical ticket. They'll be able to check the status of the investigation and advise on any progress that has been made.

       

      https://www.idmobile.co.uk/live-chat

       

      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.

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