Hi ​@cosnick365 ,
 

I completely understand how important this is, especially for urgent matters like your passport.

Although you’ve already tried these steps, for clarity we usually recommend the following troubleshooting:

Restart your phone – ensures the device reconnects to the network.

Check roaming settings – ensure data/roaming is enabled if needed for international SMS.

Check SMS Centre number – confirm it is set correctly for your SIM (usually automatic).
 

Try a different location – sometimes network issues can be local.

Lamiya

Yes…as I said: all of that has been tried and I should add several times…

I am having the same issue

Hi,

good to know I am not the only one having the issue but still bad as it has not been sorted yet. 

I'm having the same issue, I am unable to receive a verification code from an overseas number to log in to my account (same purpose, ID/Passport account) and the system provider confirmed that the messages went out and shown as delivered to my number. 

How can this be resolved? Have you had any success resolving this @cosnick365 @Lamiya C @rkola 

Unfortunately, I was unable to sort the issue. 

That's crazy, it's been months for you! 

Yes exactly 

​@Lamiya C could you give us an update on this issue? 

I went through the ombudsman mediation but I was offered was just some extra money but I would lose my phone (I don’t have another phone anymore and I already paid for insurance on it and it was well over 200 pounds) so I could not accept their (useless) proposal. I will just stay with id mobile until the end of contract then switch to a decent provider.

Hi ​@M4gg13,

I’m really sorry you’re having trouble receiving your verification code. 

If the provider has confirmed the messages are being sent, there are a couple of things on your iD Mobile account that can sometimes block international (overseas) texts from coming through:

1. Make sure roaming is enabled on your account
Even if you’re in the UK, some overseas messages can be treated similarly to roaming traffic.

• Log in to your iD Mobile app or account online
• Go to My Services
• Check that Roaming is switched ON

2. Check your bill cap
A bill cap of £0 can block certain chargeable or international services, including some verification texts.

• In the app or your online account, go to My Services > Billing & Usage > Bill Cap
• Make sure your bill cap is set above £0 (you can increase it if needed)

3. A couple of quick phone checks:

• Restart your phone or toggle airplane mode
• Make sure your number is showing correctly in your phone settings
• Check that SMS blocking or spam filters aren’t turned on

If you’ve checked all of the above and still aren’t receiving the code, let us know and we can look into it further for you.

Hope this helps get things working for you!

Regards,

Gemma M

The iD Mobile Social Media Team

Hi,

I checked all those settings before. I don’t have anything stopping me receiving sms from abroad but I cannot receive them…roaming is on, I have 50 pounds message cap, restarted the phone several times, number is correct and no blocking nor filters present

Hi ​@cosnick365,

Thank you for sharing, it may be worth it to join a live chat to get a ticket logged or this issue investigated. 

​@M4gg13, please could you confirm if you have tried the troubleshooting steps that I have provided?

Regards,

Gemma M

The iD Mobile Social Media Team

Yes I have

Yes I have as well. I'll try to join the chat tomorrow and log in a ticket... 

Hi ​@M4gg13.

Thanks for the update.

That sounds like a good next step,  please do try to join our live chat when you’re able to, and the team will be able to log a ticket and investigate this further for you.

You can access live chat here: https://www.idmobile.co.uk/live-chat.

Thanks,

Marquerita

The iD Mobile Team

Any wan sorted this problem? Me and my husband both trying to login to government site from Poland and we are not receiving one time verification code. It wasn't an issue when we were in different mobile company.

Hi ​@Garbi82,

Sorry to hear you're having trouble receiving one-time verification codes while in Poland.

To help rule out any account settings issues, please make sure the following features are enabled on your iD Mobile account:

• Roaming
• International
• Premium

You can check these by:

1. Logging into the iD Mobile app or your online account.
2. Going to Services.
3. Selecting Manage my services.
4. Ensuring all three features are switched on.

We'd also recommend checking that you have a bill cap set above £0.00, as some verification texts can be affected by account restrictions.

If the settings are already correct, try:

• Restarting your phone.
• Switching Airplane Mode on for 30 seconds and then off again.
• Manually connecting to a different roaming partner network.

If both you and your husband are experiencing the same issue, please let us know whether you're able to receive other text messages successfully, as this may help narrow down the cause.

Regards,

Gemma M

The iD Mobile Social Media Team

I have the same issue. Trying to verify second WhatsApp account on my iPhone. The international verification SMS is not getting through on my secondary eSIM number. 

Ok I see

Good luck.  Hopefully they will sort it out for you and for me. 

Hi ​@cosnick365.

Thank you for your post. Please let us know if you need any further assistance, we’ll be happy to help.

Thanks,

Marquerita

The iD Mobile Team

iproblem is still going. Not sorted.

I also discovered another issue, not sure if connected, in mobile service (under general) in my iPhone, there is a section named network provider services that when opened says: mail and then lists a phone number that is not mine. What is going on?

Hi ​@cosnick365.

Thank you for the update. I can see why seeing a different number under “network provider services” would be concerning.

When you joined us, did you perhaps port in your number from another network? If so, it’s possible the device hasn’t fully re‑registered your number after the transfer, which can cause this kind of mismatch.

If that sounds like it might apply, please could you try the following steps to reset the network settings and re‑register your number correctly:

Update your mobile number on the device

Go to Settings

Tap Phone

Tap My Number

Delete the existing number using backspace

Enter your correct mobile number

Tap Save

Refresh iMessage and network settings

Go to Settings

Tap Messages

Turn OFF iMessage

Go to General

Tap Transfer or Reset iPhone (or Reset)

Select Reset Network Settings

Once the phone restarts, go back to:

Settings > Messages

Turn ON iMessage again

Wait for activation/verification to complete

This process helps the device re‑register your number correctly after a transfer.

If you didn’t port your number in, or if the issue remains after trying these steps, please let me know and I’ll look into this further for you.

Thanks,

Marquerita

The iD Mobile Team

Hi,

yes I ported my number  from a different provider and I have had a series of problems attached to it. I am still unable to receive sms from abroad or use WiFi calls. I will try what you suggest and I will see if it sorts the issue. I will keep you posted. 
 

thanks