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Not receiving OTP from UK bank

Forum|Forum|1 year ago
July 17, 2025
26 replies
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Hi - been on ID mobile for many months and I’ve suddenly stopped receiving OTPs from my bank (I receive them from other companies fine and texts work fine too between friends).

I have seen previous threads here and have tried the Network Settings reset as-well as the manual toggling off of Automatic in Mobile Services (choosing ID from the list).

I’ve contacted my bank who have contacted BT (who they use to send my OTP’s) and BT said it’s an issue with ID mobile as they can see SMS error (Code 213) which typically indicates temporary problem or lost reach (I’m on WiFi and strong City 5G so it’s not like I’m in the countryside).

my friend also has ID mobile and facing same issues too.

How can I get ID mobile second line support to confirm if they are indeed receiving my OTP from BT but unable to forward it to my number?

Thanks for help in advance

Best answer by Tyler C

Hey there @twiggywoods, I personally remember seeing this issue recently, and a fellow customer (@Jackie Clowes) was able to help other customers, after finding it wasn’t an issue our end that we could resolve. Please find the answer below:

“I have managed to resolve the problem by visiting my local Co-operative Bank in person after trying all the suggestions on here without any luck. They noticed that my ability to make online payments was no longer enabled and had probably occurred when I switched to ID mobile with a new SIM even though I had retained my old number. This meant that I was blocked from receiving one time passcodes, part of Visa Secure's authentication process when using my debit card online. They reset my access rights manually and they also overwrote my mobile number to ensure it was now recognised. I was able to successfully receive the otp and make an online payment whilst in branch. I have since made several online payments without any issues. I initially tried to sort it by contacting online banking but their advice was incorrect, saying it was the phone provider who needed to "do something" although she didn't know what the "something" was !! Anyone with the same issue I would advise to visit their branch in person. I was fortunate that the guy in branch seemed to know straight away what the issue was. Shame this information hasn't been shared more widely with Co-op bank staff. Another person on here called owlsman was having the same issue. He followed my advice and went to his local branch and managed to get it sorted. Good luck, hope it's sorted soon. “

I hope this can help.

Thanks,

Tyler

Tyler C

iD Mobile Employee

Hey there @twiggywoods, sorry to hear that. Were you able to receive these OTP’s previously on our network before this issue?

Who is the bank please?

Also, what phone do you have?

Thanks,

Tyler

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

T

twiggywoodsAuthor

New Contributor

Hi Tyler

Yes they have worked before - the Bank is The Co-operative Bank and after I called the bank they said lots of ID Mobile and Three customers are reporting the same thing.

I’m on the iPhone 15.

Ive also since taken the SIM out and back in again - no joy.

Ive had the bank change my phone number to my work phone (o2 & Samsung) to allow me to get the OTPs (works fine) and do my banking.

They have now switched my number back to my ID Mobile one as I hope it gets fixed soon.

Ian

Tyler CAnswer

iD Mobile Employee

Hey there @twiggywoods, I personally remember seeing this issue recently, and a fellow customer (@Jackie Clowes) was able to help other customers, after finding it wasn’t an issue our end that we could resolve. Please find the answer below:

“I have managed to resolve the problem by visiting my local Co-operative Bank in person after trying all the suggestions on here without any luck. They noticed that my ability to make online payments was no longer enabled and had probably occurred when I switched to ID mobile with a new SIM even though I had retained my old number. This meant that I was blocked from receiving one time passcodes, part of Visa Secure's authentication process when using my debit card online. They reset my access rights manually and they also overwrote my mobile number to ensure it was now recognised. I was able to successfully receive the otp and make an online payment whilst in branch. I have since made several online payments without any issues. I initially tried to sort it by contacting online banking but their advice was incorrect, saying it was the phone provider who needed to "do something" although she didn't know what the "something" was !! Anyone with the same issue I would advise to visit their branch in person. I was fortunate that the guy in branch seemed to know straight away what the issue was. Shame this information hasn't been shared more widely with Co-op bank staff. Another person on here called owlsman was having the same issue. He followed my advice and went to his local branch and managed to get it sorted. Good luck, hope it's sorted soon. “

I hope this can help.

Thanks,

Tyler

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

T

twiggywoodsAuthor

New Contributor

Thanks for this - although the above example makes reference to receiving OTPs whilst shopping online via the Card Not Present (Visa secure) technology - not specific to my issue which is not receiving the OTP when using internet banking to move money about.

Does ID mobile have a tech support team that can see attempts to send messages to my number as the Bank have given BT examples of my internet banking triggering OTPs and BT can see them being SENT or SMS Error (code 213) but in either circumstance I don’t receive.

It is BT telling my bank to tell me to contact my mobile provider you see.

Regards - Ian

Tyler C

iD Mobile Employee

Hey there @twiggywoods, we can for sure investigate further with our technical team, of course.

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

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP. Please contact our live-chat if you require instantaneous responses.

Thanks,

Tyler

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

Adam Wilden

Active Contributor

I have also stopped receiving passcode text messages from the Co-op bank, All other texts are coming through okay. They were working fine when last used a week or so back.

Sharon Bricklebank

New Contributor

I am also having this exact same issue ID Mobile

A

Anika A

iD Mobile Employee

Hi @Sharon Bricklebank and @Adam Wilden

We’re sorry to hear this.

Have you tried resetting your network settings?

Also, which device are you using?

Anika

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

Sharon Bricklebank

New Contributor

I’m on IPhone 11 and I have tried everything that twiggywoods has so far with no success. Note all other texts are coming through fine - it’s just OTPs that aren’t. They worked fine a few weeks back…

Adam Wilden

Active Contributor

I’ve also tried everything. I really don’t think this is a device issue - it looks like a communication problem between the bank and ID. Android phones (I’ve tried two) - all other texts are fine. Was working fine last week.