topic Re: Cannot receive verification codes in Mobile Services

Cannot receive verification codes

seahorizon — Wed, 17 Jan 2024 14:10:05 GMT

Hi! I'm trying to verify an account from a South Korean app, but I can't receive the verification code.

I have only ever had EE and can send and receive other messages, and other people I know who have different UK phone providers have received the code, so I feel like the fault lies with EE. I can also send and receive calls and have already turned my phone off and back on again.

Any help would be appreciated, thank you!

Re: Cannot receive verification codes

Leanne_T — Wed, 17 Jan 2024 15:46:23 GMT

Hi @seahorizon

Thanks for coming to the community.

Can you receive verification codes from other companies?

Leanne 🙂

Re: Cannot receive verification codes

itsmine1969 — Wed, 17 Jan 2024 16:47:10 GMT

I don't want to speculate as to what app you might be trying to receive a code for but I can guess, I am also in a similar predicament. It's a South Korean kpop fans app and nobody from EE can receive the verification code. I reached out the the FANS app who emailed me back asking me to send them my mobile number to see if they could verify it their end but they will obviously take time to do that. I have had similar issues with EE before with premium rate numbers for example, EE banning my account from receiving and sending to premium rate for no reason at all. I never asked them to. I feel that we are treated like babies on the network, I've been with them for 20 years, since their Orange days and don't understand why this always happens. I've emailed customer support so see what they say.

Re: Cannot receive verification codes

Schockwave — Wed, 17 Jan 2024 16:56:52 GMT

Hello @itsmine1969 ,

Welcome to the community,

Not sure how you emailed customer support, as there is no email for support, you will have to ring them or use live chat via your EE app. I doubt you will receive an answer by emailing them either, certainly not sure what email address you used.

For premium numbers you will have to make sure that content lock is off, which you can do via the app if on monthly contract, otherwise you will have to ring them with a refundable amount from your credit/debit card, or did you mean international number you were trying to contact?

Re: Cannot receive verification codes

seahorizon — Wed, 17 Jan 2024 17:32:05 GMT

I haven't had any problems with other companies, no!

Re: Cannot receive verification codes

seahorizon — Wed, 17 Jan 2024 17:35:46 GMT

You're entirely correct, I believe we're on about the same app. It's quite frustrating: my wife is on O2 and received a code within seconds, but I've been trying for days and still nothing. I understand wanting to stop spam, but this ISN'T spam and now I'm worried they'll end up blocking other companies too. Meanwhile, I do receive actual spam messages and phone calls from within the UK. 🤦‍♀️

Re: Cannot receive verification codes

Leanne_T — Wed, 17 Jan 2024 17:43:05 GMT

Thanks @seahorizon

Please call us on 150 and our tech guides will run checks for you to see if there is anything that could be stopping the texts from being received at our end for you.

Leanne 🙂

Re: Cannot receive verification codes

Danibee — Sat, 20 Jan 2024 06:32:49 GMT

Hi, Was a resolution found because there appears to be alot if people in this in this situation.

Re: Cannot receive verification codes

Grouchie — Sat, 20 Jan 2024 11:34:56 GMT

Hi! I'm also having the same issue with recieving no texts for the JYP fans app. Never experienced this issue with any other verification code system before. Any insight or advice on how to fix would be greatly appreciated.

Re: Cannot receive verification codes

Katie_B — Sun, 21 Jan 2024 10:32:32 GMT

Hello @Grouchie.

Welcome to the community.

Are you aware if you are still able to receive verification codes?

Katie

Re: Cannot receive verification codes

Grouchie — Sun, 21 Jan 2024 11:57:37 GMT

Hi, Katie.

It's working fine with everything else, just seems to be this one app specifically. Feedback from other people is that it's only people on EE that's not recieving them. I've had a message from Craig on x/twitter about this and was advised it's likely an issue on the app's side but haven't had a response. Unfortunately unresolved at this moment in time.

Re: Cannot receive verification codes

Katie_B — Sun, 21 Jan 2024 12:02:20 GMT

Thanks for getting back to me @Grouchie.

Please report back and keep us updated once you have a response from the app.

Katie

Re: Cannot receive verification codes

Jewels65 — Thu, 25 Jan 2024 14:28:47 GMT

Hello

I've been trying for a week to get my number verified for this app with no success.

I've just spoken to 150 (twice) and they said basically its tough luck you won't get the messages as it's a safety feature to not receive verification from foreign networks. I did ask if there was a way to allow this one through and I was told no even if they turn roaming on (which I already have as I have also been with EE since they were Orange)

Anyone found a work around for this? I've emailed the app twice to see if they can verify it any other way but no reply yet.

Any help would be great. Thanks!

Re: Cannot receive verification codes

niknap — Mon, 29 Jan 2024 11:25:15 GMT

I've just heard back from the particular app who confirmed they sent the requested authentication text normally and that they are allowing people affected to verify by supplying some other information, so I will do that to hopefully resolve the issue.

It does seem then that EE are blocking the verification code from this Korean app. I do understand the need for data security but it is a little frustrating. I'm not sure if EE are blocking all codes from Korean apps or if it's this particular one which is admittedly a new app.

Re: Cannot receive verification codes

seahorizon — Mon, 29 Jan 2024 11:30:05 GMT

I received this reply too and will try to sort it out the same way.

It is, nonetheless, quite frustrating that EE seem to be blocking this code and there's not even any way to find it in a spam folder so we can mark the number as safe. Hopefully it's something that can be resolved in the future, as I've seen this complaint for other overseas verification codes as well.