topic Re: I cannot receive OTP messages in Mobile Services

I cannot receive OTP messages

Geffo66 — Wed, 16 Oct 2024 19:58:30 GMT

I cannot receive OTP messages. SMS otherwise working.

Re: I cannot receive OTP messages

Geffo66 — Wed, 16 Oct 2024 19:40:02 GMT

I have the same problem. Though I have not contacted EE yet. Give that a try tomorrow.

Re: I cannot receive OTP messages

Ritu_D — Thu, 17 Oct 2024 09:17:06 GMT

Good morning @Geffo66

Welcome to the EE community, how are you?

I'm sorry to hear you are experiencing issues receiving OTP messages.

Please could you text NUMBER to 150 and let me know if you receive a text back.

Thanks

Ritu

Re: I cannot receive OTP messages

Geffo66 — Thu, 17 Oct 2024 11:41:40 GMT

I sussed it. The bank number was in the blocked list. Not sure how that happened. Just clumsy fingers I guess.

Re: I cannot receive OTP messages

Ritu_D — Thu, 17 Oct 2024 11:49:53 GMT

I am so pleased it's all resolved for you now @Geffo66

Its very easily done, I do stuff like this all the time.

You know where we are if you need any help in the future.

Have a great day.

Ritu

Re: I cannot receive OTP messages

Simsalabim9 — Mon, 09 Dec 2024 13:22:12 GMT

I have exactly the same the same problem. No OTPs but everything else seems fine.

I can’t find any advice in the FAQ section about this.

Re: I cannot receive OTP messages

Leanne_T — Mon, 09 Dec 2024 15:58:04 GMT

Hi @Simsalabim9

Thanks for coming to the community.

Have you recently joined EE and transferred your number?

Is this affecting more than one company sending you a OTP?

Speak to you soon 🙂

Leanne.

Re: I cannot receive OTP messages

Simsalabim9 — Mon, 09 Dec 2024 16:15:20 GMT

Hi Leanne_T

thank you for replying so quickly.

I do have the issue with OTP from two different companies , one bank and one email provider .

I have the same number for about 25 years (when it was still T-Mobile ) and have not changed any settings.

I also checked that there is no blocked number on my iPhone so I ran out of ideas on how to proceed

Re: I cannot receive OTP messages

Leanne_T — Mon, 09 Dec 2024 16:29:28 GMT

Thanks very much for the extra details @Simsalabim9

Have you received OTP's from these companies before?

Have you tried resetting your network settings on your iPhone? To do this go into Settings > General > Transfer or Reset iPhone > Reset network settings. This will remove all saved WiFi passwords.

Let me know if you have tried this, or how you get on after doing the reset?

Thanks 🙂

Leanne.

Re: I cannot receive OTP messages

Simsalabim9 — Wed, 11 Dec 2024 16:33:41 GMT

Hello Leanne ,

yes, I have received OTPs from both companies before but not for a while as everything was working fine.

I have reset my network settings as recommended but I still couldn’t receive an OTP from my email provider ( gmx.com <> )

Unfortunately I always have to wait now as I can’t receive OTPs all the time ( for security reasons they say) .

So I am in a kind of loop as my bank needs the email which is blocked due to not receiving OTPs.

what shall I do next ?
Are all OTP issues different ?

thank you for your help

Re: I cannot receive OTP messages

Lesley_W — Wed, 11 Dec 2024 18:49:11 GMT

Thanks for trying that @Simsalabim9

We'd need our technical team to take a look and see what's going on on a network level so they would need to check over your account.

Let me know how you get on.

Lesley