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. “
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.
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. “
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.
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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.
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…
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.
The issue was that I had a different phone number in my phone app than my actual number. Once I changed the wrong number in app with my correct phone number, the problem was solved. This happens because I have changed the provider, but I have retained my previous number.
The messages are not coming through for me from my bank for OTPC. I've just got a new phone S25 and kept my old number with a new Sim. I'm getting other messages through ok, but can't set up my Internet banking as can't receive the messages through. I've phoned the banks and said everything is going through ok at there side? Any help greatfully appreciated 🙏
I am sorry to hear you are experiencing issues with receiving One Time Passcodes.
Can you please check that your number is showing correctly in the handset and that you do not have any of the numbers attempting to send the messages blocked.
Thanks,
Natalie
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