topic Re: No OTP code received from Google Authenticator? in Mobile Services

No OTP code received from Google Authenticator?

BeeGee55 — Sat, 22 Jul 2023 19:25:50 GMT

I installed Google authenticator app on my mobile as I needed to use 2FA to obtain a OTP code via text/sms.

I don't understand why I do not receive OTP code? Is this to do with EE network? I have been trying for days. Its frustrating.

Re: No OTP code received from Google Authenticator?

James_B — Sun, 23 Jul 2023 07:54:10 GMT

Hi @BeeGee55,

Welcome to the EE Community. 🙂

Are you receiving other texts successfully?

Is the correct phone number displayed in your phone's settings?

James

Re: No OTP code received from Google Authenticator?

Northerner — Sun, 23 Jul 2023 10:04:38 GMT

Hi @BeeGee55

Have you disabled content lock and are you on the EE network or connected to WiFi.

Thanks

Re: No OTP code received from Google Authenticator?

BeeGee55 — Sun, 23 Jul 2023 11:32:25 GMT

Hello James

Thanks for responding.

I receive texts and other OTP codes from banks successfully. Not an issue.

I have looked at settings and in fact the mobile number showing is not the same as my actual mobile number. I bought the phone from EE shop some years ago and recall there was a period of porting at the time. I have not had any issues with OTP ever, just now since trying to use Google Authenticator in relation to 2FA.

Can EE resolve this?

Regards

BeeGee55

Re: No OTP code received from Google Authenticator?

BeeGee55 — Sun, 23 Jul 2023 11:36:07 GMT

Hello

Thank you for your response.

I am on EE Network, and content lock is not disabled.

Regards

BeeGee55

Re: No OTP code received from Google Authenticator?

James_B — Sun, 23 Jul 2023 12:24:09 GMT

Hi @BeeGee55,

I saw a post from another user recently who thought that the temporary number in settings might be causing issues with Authenticator, although it may have been due to a porting issue. Are you able to update the number in your settings just to rule this out? (Not all phones allow this)

I'd also recommend reaching out to Google Support who are the experts on this particular app.

James

Re: No OTP code received from Google Authenticator?

BeeGee55 — Sun, 23 Jul 2023 16:14:09 GMT

Hello James

My Samsung Galaxy S8+ does not allow me to edit the Phone number in Settings.

What would be my next step to have this fixed?

Thanks

BeeGee55

Re: No OTP code received from Google Authenticator?

Leanne_T — Mon, 24 Jul 2023 05:50:45 GMT

Morning @BeeGee55

I would suggest giving us a call on 150 and selecting technical support, the team can see if they can perform a reset at our end to update the number for you to try the Google Authenticator again.

Leanne.