Not receiving ActivoBank OTP SMS messages

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I receive normal SMS, but not ActivoBank OTPs. The bank confirmed they are sent. I have completed all recommended troubleshooting. Please check SMS routing and escalate.

Gemma M

iD Mobile Employee

Hi @Ricardo Reis,

I’m sorry to hear you’re still unable to receive the ActivoBank verification codes despite normal SMS messages working correctly.

We’d recommend checking with your bank whether the OTPs are being sent via a shortcode number. If they are, you’ll need to make sure Premium services are enabled on your iD Mobile account.

You can check this by:

Open the iD Mobile app.
Go to Plan.
Select Manage your iD services.
Make sure Premium is enabled.
Save the changes.
Make sure you also have a Bill Cap above £0 in place to allow any chargeable shortcode services.

Once changed, restart your phone and request another OTP.

If you’ve confirmed with the bank that the messages are shortcode SMS, the above settings are correct and you’re still not receiving them, please contact our Live Chat team so the SMS routing can be investigated further: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

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