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. “
Currently switched provider with new phone iPhone 17 and exact same issue even got a physical sim as thought maybe it was an eSIM issue , still not receiving OTP messages from bank . Been over a week now if issue continues this weekend I will look at changing provider and given the phone back.
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