topic Re: Verification code via SMS from WhatsApp issue in Mobile Services

Verification code via SMS from WhatsApp issue

monsori — Fri, 14 Feb 2025 09:44:38 GMT

I am abroad and I want to register by my EE number in WhatsApp for first time. I can receive SMS on my EE number in my location and my EE phone number is 'Pay as to Go" one, when I choose to receive verification code via SMS through registration on WhatsApp, I receive error massage that say : "we couldn't send an SMS to your number"

I tried many times and check everything and contact with WhatsApp help center, but I can't register

I haven't any rooming plan on my EE phone number and I can't receive phone calls or make a call, I only can receive SMS on my phone

Re: Verification code via SMS from WhatsApp issue

Katie_B — Fri, 14 Feb 2025 09:46:45 GMT

Hello @monsori.

Thanks for coming here.

What happens when you try send a text?

Do you have credit on your account?

Katie

Re: Verification code via SMS from WhatsApp issue

monsori — Fri, 14 Feb 2025 10:14:59 GMT

this is a screenshot of error massage

I have credit in my account but not active rooming plan

I can receive SMS free of charge

Re: Verification code via SMS from WhatsApp issue

Katie_B — Fri, 14 Feb 2025 10:28:05 GMT

Thanks for getting back to me @monsori.

Pay as you go already has roaming enabled.

Where abouts currently are you?

Katie

Re: Verification code via SMS from WhatsApp issue

bristolian — Fri, 14 Feb 2025 10:29:43 GMT

@monsori wrote:

I receive error massage that say : "we couldn't send an SMS to your number"

I tried many times and check everything and contact with WhatsApp help center, but I can't register

What did WhatsApp help centre advise?

The screenshot you've posted shows this error is occurring within the app itself and thus within their remit to solve. It's not an issue with EE as a network operator.

Can you receive automated SMS from other companies, organisations, apps & websites?

Re: Verification code via SMS from WhatsApp issue

monsori — Fri, 14 Feb 2025 11:38:07 GMT

Hi bristolian

Yes I can receive automated SMS from others like telegram

I guess there is some defaulted restrictions about receiving automated SMS from Social Media apps like WhatsApp or restrictions about "pay as to go" EE phone numbers

Because when I read EE communication posts about my problem, I seen posts about same problems of other clients in receiving verification code from WhatsApp

Unfortunately I couldn't find any item about setting of restriction on receiving massages in my profile or account setting in my EE mobile app

Re: Verification code via SMS from WhatsApp issue

monsori — Fri, 14 Feb 2025 11:50:54 GMT

Hi Katie

My problem is not about roaming

Ok, my roaming is enabled and I can receive SMS free of charge or roaming plan

My problem is about receiving SMS from WhatsApp

There is not any problem In Telegram or other automated SMS receiving

Only in WhatsApp

Re: Verification code via SMS from WhatsApp issue

Katie_B — Fri, 14 Feb 2025 12:16:51 GMT

Thanks for getting back to us @monsori.

I am unsure what could be stopping you from receiving your WhatsApp verification code.

I'd recommend reporting this to our technical care team who can complete a full diagnostics.

Katie

Re: Verification code via SMS from WhatsApp issue

bristolian — Fri, 14 Feb 2025 12:32:09 GMT

I fundamentally disagree that this has anything to do with EE as a network operator.

The screenshot above is of an app-generated error, where the WhatsApp app itself is saying, effectively, "go away".

It's not even reaching the stage of an SMS being in-progress, but is occurring within the WA/FB/Meta eco-system.

Thus it is they who need to be queried, not EE. The OP has said WA were queried, but not what the outcome was. A excellent example of buck-passing by them, I suspect.