Not receiving OTP text messages

Hi ​@winni77 
 

Thank you for getting in touch, and I’m sorry to hear you’re not receiving OTP messages from your bank I understand how frustrating this can be.

As you’re using a physical SIM on an Android device, there are a few common steps that usually resolve this type of issue:
 

1. Check Message Settings
   Open your Messages app.
   Go to Settings > More Settings > Text Messages (SMS).
   Ensure SMS Service Centre Number is correct. You can usually find this in your SIM card settings or contact us if unsure.
2. Check Blocked Numbers & Spam Filter
   Make sure the short code used by your bank isn’t blocked.
   Disable any SMS filtering apps temporarily to see if messages come through.
3. Restart your phone
   Turn your phone off, wait 30 seconds, then turn it back on. This can refresh your network connection.
4. Test SIM in another phone
   If possible, try inserting your SIM into another Android device to see if OTP messages arrive. This helps determine if the issue is device related.
5. Check Network & Roaming
   Ensure your phone is connected to the correct network (Settings > Connections > Mobile Networks > Network Operators).
   If abroad, make sure data roaming is switched on if your bank uses mobile verification.

If after these steps the OTP messages still aren’t arriving, it may be necessary for the account holder to contact us directly, as we may need to check your account settings and SMS routing.

Owethu

Hi ​@Owethu M 

Thank you for your reply na advises. I have contacted you directly through chat and my case was referred to technical team. I need to chase it up though as it is more that 48h since and problem was not resolved.

I’ll keep you posted though.

Thank you.

Hi ​@winni77 

 

Thank you for confirming and for the update it’s really appreciated.

I’m sorry to hear that it’s been over 48 hours without a resolution. Please do keep us posted on any updates from the technical team, and if you need any further assistance in the meantime, don’t hesitate to reach out.

Thanks again for your patience.

Owethu

I’m experiencing this same issue; have followed all the steps.

I ported my number over in the last few days.

Some work but some don’t,

Specifically Sony, Chase bank and Revolut don’t work and no messages come through so I’m locked out of all of them. 

Hi ​@tbar44 

Could you please try the steps below?

I’d like you to check whether your iD Mobile temporary number is still showing instead of your transferred number, as this can sometimes prevent OTPs from being received.

Steps to follow:

Check your phone number in settings:
Go to Settings > About Phone (or About Device) > Status > My phone number
On some devices, this may appear under SIM status
Please check if this shows your correct number or the temporary number
Update your number in the Messages app:
Open the Messages app
Tap More > Settings > Advanced
Select Phone number
Update it to your correct number (the one linked to your SIM)
Tap OK to save
Reinsert the SIM card:
Remove the SIM card and restart your phone
Once restarted, reinsert the SIM
Check again if the correct number is now showing in your settings
Test in another device:
If the issue persists, try the SIM in a different phone
When sending a text, check whether it shows the temporary number or your transferred number

Please let me know how you get on with these steps, and I’ll be happy to assist further.

Michael Z

Hi

I have an iPhone and I am experiencing the same issue.  I am unable to receive OTP text messages.  These are very import for me to be able to login in to complete my work.  please help me!

Hi ​@annafrost2282,

Please accept my apologies for any inconvenience caused to you in relation to the OTP issues.

For iPhone:
Go to Settings
Tap Phone
Tap My Number
Delete the old number
Enter the new number
Tap Save

Then follow these steps to refresh iMessage:
Go to Settings
Tap Messages
Turn iMessage OFF
Go to Settings > General
Tap Reset
Choose Reset Network Settings
Once your iPhone restarts, go back to Settings
Tap Messages
Turn iMessage ON again

Thanks,
Hosai