Viber App

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Does anyone use the Viber app? Since I moved to iD Mobile I can’t reactivate it.

iD Mobile Employee

Hi @Kareena Thank you for your detailed message and for explaining the situation so clearly. I completely understand how frustrating this must be, especially as you rely on Viber to receive important banking security codes.

As your main SIM is now your iD Mobile line. Since your Viber account is linked to your Three PAYG SIM, the verification process is attempting to reach that number. Unfortunately, our network cannot influence calls or verification codes sent to a SIM on a different provider, so iD Mobile cannot directly deliver the verification call intended for your Three SIM.

However, there are a few ways we can help from our side:

Using iD Mobile as the active line: If you wish to use your iD Mobile number for Viber moving forward, you could update Viber to use your iD Mobile SIM. This may require contacting Viber Support to update your account and receive verification on your new number.

Ensuring dual SIM setup compatibility: If you still need to use your Three PAYG SIM for Viber, make sure your iD Mobile SIM does not interfere with calls/SMS on your Three SIM. While we cannot guarantee the verification call from Viber, ensuring your phone is correctly configured can prevent network conflicts.

Contact Viber Support: Ultimately, verification calls and business messages from non-UK banks are managed by Viber. They may offer alternative methods for verification that are compatible with your dual SIM setup.

~Marquerita

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M

Michael Z

iD Mobile Employee

Hi @Kareena

Could you please let me know what error message you’re seeing when trying to access the Viber app?

-Michael

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

K

KareenaAuthor

New Contributor

Thank you for your quick response.

First, a bit of background information. I use a dual sim phone, iD Mobile is now my main/everyday sim and I have a three payg sim for Viber. I set it up like this because my previous provider didn’t allow use of Viber. I only really need Viber to get a security code from a non-UK bank to access their online banking which they send to Viber as a business message.The bank will not send SMS to a non domestic mobile number. However when I moved to iD, the banks messages ceased to arrive. So, I unistalled Viber and reinstalled. When I open the app to start I am requested to input the last 4 digits of a call they just made to me (ie my three number). The call never arrives therefore I can’t resume using Viber. After 3 attempts to do this, Viber is blocked for 12hours before you can retry. I made many attempts, unistalled and reinstalled the Viber app and restarted my phone. All without success. Also my home broadband is Three 5G, not sure whether that is relevant or not.

Your help and advice would be much appreciated.

M

Marquerita TAnswer

iD Mobile Employee

Hi @Kareena Thank you for your detailed message and for explaining the situation so clearly. I completely understand how frustrating this must be, especially as you rely on Viber to receive important banking security codes.

As your main SIM is now your iD Mobile line. Since your Viber account is linked to your Three PAYG SIM, the verification process is attempting to reach that number. Unfortunately, our network cannot influence calls or verification codes sent to a SIM on a different provider, so iD Mobile cannot directly deliver the verification call intended for your Three SIM.

However, there are a few ways we can help from our side:

Using iD Mobile as the active line: If you wish to use your iD Mobile number for Viber moving forward, you could update Viber to use your iD Mobile SIM. This may require contacting Viber Support to update your account and receive verification on your new number.

Ensuring dual SIM setup compatibility: If you still need to use your Three PAYG SIM for Viber, make sure your iD Mobile SIM does not interfere with calls/SMS on your Three SIM. While we cannot guarantee the verification call from Viber, ensuring your phone is correctly configured can prevent network conflicts.

Contact Viber Support: Ultimately, verification calls and business messages from non-UK banks are managed by Viber. They may offer alternative methods for verification that are compatible with your dual SIM setup.

~Marquerita

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

K

KareenaAuthor

New Contributor

Thank you for your response. Unfortunately Viber support is entirely AI driven and does not help me. However, just before I saw your response. I tried the following:

Removed payg sim from phone

Re installed viber and activated with my id Mobile number

This was successful. However, because I can’t change my contact number at the bank due to not having online access, I am stumped for the time being. I will have to wait until I can travel and visit the bank to get my number changed and hope that solves the problem.

I don’t really understand why the problem arose because previously I had 2 sims and 2 numbers and it worked fine. I think it maybe has something to do with a three/iD Mobile carrier conflicts on the same phone??

I will try and borrow a phone of a friend and insert the three sim and see if that works.

Thanks for your help and enjoy the rest of your weekend.