Hi @Roxanne Edghill,

Sorry to hear that you’re having trouble receiving text messages on your phone. We’re here to help and will do our best to assist you.

Could you please check if your phone number is updated correctly on your device? Here are some steps you can try:

For Apple (iPhone):

Go to Settings > Phone > My Number.

Enter your correct phone number, using “+44” instead of the leading “0”.

Go back to Settings > Messages and make sure iMessage is turned on.

Then go to Send & Receive and check if the correct number is selected.

For Android:

Go to Settings > About Phone (or About Device) > Status > My Phone Number. Some phones may show this under SIM Status.

To update the phone number in the Messages app:

Open the Messages app.

Tap More (three dots) > Settings > Advanced.

Select Phone Number and update it to the correct number associated with your SIM.

Tap OK.

If the issue persists, try removing your SIM card, rebooting your device, and reinserting the SIM card.

If you still have trouble, try using your SIM in a different device to see if it shows a temporary number or the correct number when sending texts.

Please let us know how it goes or if you need further assistance!

No, I still need help please. I’ve got an iPhone and checked what you’ve said above and it isn’t fixed

I think I’ve found the problem, I have the wrong number in my settings. I had a new number when switched to ID then had a PAC code to keep my existing number. I’ve been with OD for around a year now so handset has been restarted multiple times. I’ve tried updated my number in my settings using +44 but it won’t allow me to save. Please help as I’m trying to receive a text from HMRC. Thanks 

Hi ​@Roxanne Edghill 

Thank you for letting me know, and I’m sorry the previous steps didn’t improve the situation.

Could you please try the following mobile network reset and see if your number updates and you’re able to receive texts? Don’t worry, you won’t lose any of your personal information.

Open Settings.

Tap General.

Select Transfer or Reset iPhone.

Tap Reset.

Choose Reset Network Settings.

Confirm by tapping Reset Network Settings again.

Swipe up from the bottom of the screen to return to the home screen.

Restart your phone.

Please let me know if this helps!

I'm having the same problem. I have an android phone. I've checked setting, my phone number there under SIM status. I've checked setting in the messages app and my phone number is there too. But I still can't receive any SMS. I can make and receive phone calls all right. Please HELP!

Hi ​@lucyqstokes,

We're sorry to hear you're having trouble receiving SMS messages.

As you're able to make and receive calls, it sounds like the SIM is active and connected to the network, but there may be an issue with the messaging service.

Please try the following:

• Restart your phone
• Turn Airplane Mode on for 30 seconds, then back off
• Check that your message inbox isn't full
• Ensure your phone's software is up to date
• Try sending a text message to another number and see if it sends successfully
• Perform a network settings reset

For Android:

• Go to Settings
• Tap General Management or System
• Select Reset
• Tap Reset Network Settings
• Confirm the reset

If you're only unable to receive texts from specific people, please let us know whether they're using iPhone or Android devices and which network they're on.

If the issue continues after trying the above steps, please contact our Live Chat team so they can check the SMS service on your account: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team