New Contributor

OTP not working after 1 week -

3 replies
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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.

M

Michael Z

iD Mobile Employee

Hi @jakebeale96

Thank you for the email.

I apologise that you have been unable to receive OTP passcodes. We will look into this and see how we can resolve the issue for you.

Could you please confirm whether this is happening only with your bank’s OTPs, or if you are experiencing the same issue with other services as well?

Michael Z

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J

jakebeale96Author

New Contributor

This is currently only with banking and insurance companies.

Lamiya C

iD Mobile Employee

Hi @jakebeale96 ,

Thanks for confirming . Since this is only affecting banking and insurance OTPs, it may be a routing or registration issue rather than general texting on iD Mobile.

Could you please confirm:

• Did you recently port your number? When did it complete?
• Are normal texts from friends/family coming through?
• Does Settings → Phone → My Number show your correct number?
• Is your number saved with your bank as +44 instead of starting with 0?

Please also try:

Turn iMessage OFF temporarily
Reset Network Settings
Power the phone off for 5 minutes

If regular texts work but OTPs don’t, we may need to escalate this for an SMS routing refresh.

Lamiya

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