topic Re: Not receiving OTP from Amazon in Mobile Services

Not receiving OTP from Amazon

BM_Rob — Fri, 01 Dec 2023 13:58:57 GMT

I've been with EE for nearly 1 year. I receive OTPs from my different organisations. I'm setting up 2FA on Amazon but when I enter my mobile number I don't receive a OTP message.

I've spoken to Amazon and they said contact EE. I spoke to EE (150 - Network team) yesterday and they said that the most likely cause is that Amazon are sending the SMS from an (international?) origin that is not known to EE and because of the large volumes of SMS from that origin they may have been marked as spam and therefore filtered and not delivered to my number. I was advised to contact Amazon. Amazon are in denial that it is their issue.

There must be a team / department within EE that communicates with other 3rd party organisations concerning where OTP SMSs originate in order to flag them as legitimate on the SMS spam filtering system - otherwise all OTPS would end up marked as spam.

Please can someone involve the correct team / department within EE to help resolve this issue?

I'm between a rock and a hard place.

In my view, I'm a customer of EE and Amazon but it doesn't seen correct that I am tasked with resolving issues between EE and Amazon.

Thank you

Re: Not receiving OTP from Amazon

bristolian — Fri, 01 Dec 2023 14:11:56 GMT

Welcome to the joys of dealing with first-line support (on both sides) when an issue probably needs back-end changes.

You should persist with EE CS, the explanation you've been given is potentially feasible but did they offer to check, make sure or otherwise escalate it? Or were you expected to just accept the explanation and move on?

I would assume the latter.

Re: Not receiving OTP from Amazon

BM_Rob — Fri, 01 Dec 2023 14:24:54 GMT

I've provided IT solutions for many years. I know it is difficult to reach the correct team/dept.

EE 1st line checked with second line and provided the explanation and it is feasible. There was no offer to check messages that had been sent to my number - perhaps they are not kept?

I would expect to see other people having similar issues - but maybe they don't log off/clear their cache/have more than 1 mobile with a different operator!

I think I need to start at the top of the organisations.

Re: Not receiving OTP from Amazon

Timattwood — Wed, 17 Apr 2024 21:08:01 GMT

Same and no good response

Re: Not receiving OTP from Amazon

BM_Rob — Thu, 18 Apr 2024 09:05:19 GMT

My issue is now resolved. It has taken time and perseverance.

EE was adamant it had nothing to do with them and they were correct.

I investigated by using my sim in different phones IoS/Android - no joy. I exchanged/replaced my EE SIM - no joy. I got a PAYG EE SIM and I was able to add this new new temporary number to my Amazon account and receive OTP SMS. So - it had something to do with my number. I couldn't remove the PAYG number from Amazon so I called their CS. I was routed (by chance) to James D in Ireland in the Account Management department. James removed the temp PAYG number from my Amazon account; couldn't find anything wrong with the account but was intrigued and raised a case. After some investigation he contacted me and revealed that from approx midday on 22 Sep SMS messages from Amazon were being returned with "number has opted out". I hadn't purchased from AZ during that time but I had purchased from a 3rd party who used Amazon to fulfil/deliver the order. The order was delayed and I couldn't see a way to stop order delay notifications SMSs on the third party website - so I replied STOP to one of the messages. I hadn't appreciated I was telling Amazon to stop sending messages - indeed ALL messages - I had assumed it was the third party sending me messages from 65551. Amazon stopped using 65551 after 22 Sep and now their messages appear from "Amazon".

I lost contact with James over Xmas - he always called me - I didn't have any contact details. Attempts to unblock my number through Amazon CS failed. Attempts to find someone else in Amazon through the third party I had ordered from failed. Recorded delivery letters to Amazon failed. An email to the CEO of Amazon UK got a response from the exec team. They passed my problem to James - since he knew a lot about it.

Nothing from James, but then it started working - I could add my EE mobile number to Amazon and receive OTP.

A week or so later, James called and said it should be working. I confirmed this. He said he hadn't forgotten me but explained because Amazon had changed from sending messages from 65551 to Amazon the unblocking had proved more difficult. Plus the fact that a third party had been involved didn't help. It also didn't help that I was the only person reporting this issue - i.e. it wasn't affecting many people - so it wasn't high priority.

So, perseverance and an email to the CEO is the answer.

Re: Not receiving OTP from Amazon

Kelly1906 — Wed, 24 Apr 2024 01:00:17 GMT

Thanks for your help BM_Rob, I am having the exact same issue myself. It's so frustrating being unable to log into my Amazon account due to the OTP not coming to my phone. I have tried to stop the OTP system on Amazon twice now, however I receive a email stating they will be in contact within 24-48 hours, yet nothing happens and I am left being unable to sign into my account. I haven't been as lucky as you neither when phoning Amazon, the women I spoke to was not much help! I therefore wondered if you're able to give me the email address of the CEO so I can email please?
thanks in advance

kelly

Re: Not receiving OTP from Amazon

BM_Rob — Thu, 25 Apr 2024 14:04:05 GMT

Sent you a PM. Good luck.

Re: Not receiving OTP from Amazon

Kelly1906 — Thu, 25 Apr 2024 15:04:57 GMT

Thank you for your help and the PM BM_Rob.

Re: Not receiving OTP from Amazon

tamgawk — Sun, 19 May 2024 09:44:42 GMT

same issue with a contract ee phone - well done BM_Rob for having the tenacity to get an answer with this. I'm more lazy and am just going to use an auth app !

Re: Not receiving OTP from Amazon

BM_Rob — Sun, 19 May 2024 14:23:08 GMT

I set up a 3rd party auth app as well becuae until the problem was fixed I would have difficulty logging on.

I like my mobile number on my Amazon account so messages can be sent. For example, I ordered from Amazon / sold by Amazon and the parcel was delivered via DPD. Amazon passed DPD my mobile and they provided delivery updates.

Re: Not receiving OTP from Amazon

Hughsie — Sat, 12 Apr 2025 23:53:39 GMT

Like @BM_Rob when I texted STOP to 65551 in January 2025 my OTPs from Amazon stopped. Without receiving OTPs I cannot add Amazon Prime to another device or access my account security details. In the text message from 65551 there is a URL to rate my delivery from a third party who used Amazon Shipping https://track.amazon.co.uk

Like @Kelly1906 i tried to stop the need for OTP two factor verification via Amazon’s account recovery (sending a copy of my driving license as ID) but was told by Amazon that because my phone number hadn’t changed and was still active they wouldn’t reset this and they simply close your request without saying a word (ie no reply by email in 1-2 days as stated when requested).

I have now spent a total of 8 hours on the phone to Amazon and EE. EE have confirmed that the issue is definitely with Amazon and following a very long chat online with a customer service supervisor I was told that my next step must be to call the Accounts team again, who I’ve been assured will sort this out.

I did ask for an email to send my complaint to but was told that there is no email to raise complaints to and I would have to speak to Account services by requesting a call back.

Wish me luck and if anyone has any idea of the right thing to say to get my OTP reinstated (ie the effect of tecting STOP to 65551 reversed) I’d love to hear from you. I have always found Amazon to be very helpful, but my faith in them is draining quickly with this matter.

Re: Not receiving OTP from Amazon

Hughsie — Sun, 13 Apr 2025 00:01:01 GMT

@tamgawk and @BM_Rob I can’t set up Authenticator app whilst OTPs can’t be received by text. because you need a OTP for step 3 below (login &security settings access).

How to Set Up Mobile Authenticator OTP for Amazon: Step-by-Step Guide

Step 1: Download an Authenticator App. ...
Step 2: Log into Your Amazon Account. ...
Step 3: Go to Login & Security Settings. ...
Step 4: Enable Two-Step Verification. ...
Step 5: Set Up the Authenticator App. ...
Step 6: Verify the OTP Code.

Do you know a way round this?

Re: Not receiving OTP from Amazon

BM_Rob — Sun, 13 Apr 2025 09:48:20 GMT

@Hughsie Looks like you have a similar problem to myself.

I ordered something from a third party; they shipped using Amazon logistics; I was overwhelmed with delivery notification SMS and no way to suppress on the third party website, so I replied STOP to 65551. I found out later, this stopped all SMS from Amazon 😞 . However, I was told by James in Amazon Ireland that 65551 was discontinued due to fraud/phishing and that all new messages came from "Amazon". Due to this change, when I tried to restart my SMS messages by sending START to 65551 or RESUME to 65551 I got a "network" type reply - which I interpreted as "We've received your START/RESUME - but not done anything with it". I had deleted my SMS - but if you still have yours, perhaps try START or RESUME to 65551.

Seems strange that the third party messages are still originating from 65551. If the originated from Amazon then perhaps a reply to the SMS with START or RESUME would work.

From my experience, since the change from 65551 to Amazon as the sender of the SMS, it would appear that Amazon Customer Service attempts to restart SMS notifications don't work if the STOP was sent to 65551.

Your best bet may be to email complaints (at) amazon.co.uk, managingdirector (at) amazon.co.uk, outline the issue and ask whether James in Amazon Ireland can assist (assuming he is still around) - because he sorted my issue - and I can receive SMS from Amazon - although I've also setup an authenticator - just in case.

Re: Not receiving OTP from Amazon

Hughsie — Sun, 13 Apr 2025 14:49:52 GMT

Thank you so much @BM_Rob @for taking the time to reply. I do have the text thread in my messages still and noticed that when I texted STOP I received a text back saying “Default Stop Message”. Incidentally I was charged 20p for the STOP text message that I sent (even paying for this hassle. Adds insult to injury).
Since then I texted UNSTOP then START and got a text back each time saying “Default help message” Then I texted RESUME and got no reply. All of this did not result in my OTPs being active again.

Thanks for these email addresses. I will compile an email and hope that it reaches someone helpful at Amazon. I’ll keep you posted.

Thanks again.

Re: Not receiving OTP from Amazon

Hughsie — Thu, 24 Apr 2025 07:32:20 GMT

Thank you so very much @BM_Rob

I emailed the 2 addresses that you suggested and my email, with all the information (that I was repeating time and again when contacting Amazon customer services by phone and chat time and again) was forwarded to Noel in Executive Customer Relations.
It took a week and a half for this matter to be fully resolved. After a few days I could access my login and security by getting a OTP to my email. This allowed me to set up an Authenticator app, but my phone number still wouldn’t receive OTPs. So I emailed Noel to say I wanted my phone number as my primary 2FA, with Authenticator app as back up recovery. 2 days later Noel confirmed that the internal team had removed my mobile number from the SMS opt out list so I could once again start receiving OTPs.

I have now set up my mobile phone as primary 2FA with Authenticator app as back up. It was definitely an Amazon problem, not mobile provider.
I’m so pleased to have found your content on here and appreciate your help. You saved my sanity and once I was dealing with the right person at Amazon, helped me to restore my faith in them too.

Re: Not receiving OTP from Amazon

BM_Rob — Thu, 24 Apr 2025 08:57:45 GMT

@Hughsie Good news.

You would *hope* that the Exec team review the types of issue escalated to them so they can amend processes / procedures for the Amazon 1st and 2nd line support team.

At work, I was known for my tenacity - although it takes a lot of effort.

Re: Not receiving OTP from Amazon

Hughsie — Thu, 24 Apr 2025 09:22:38 GMT

Incidentally, every time I texted 65551 I was charged 20 pence to send the text. Something that 65551 doesn’t warn you of when telling you to text STOP to them. So when I tried RESUME etc I was charged 20p each time for each attempt to resume OTPs without effect.
Anyway, it’s all sorted now so it’s time to move on. Just pleased this is here for others now.
Thanks again @BM_Rob your tenacity is much appreciated.

Re: Not receiving OTP from Amazon

petef4 — Mon, 06 Oct 2025 12:59:42 GMT

I've just had that spam call on my landline purporting to be an SMS from Amazon on 65551.

My take from this thread and elsewhere is that Amazon stopped sending texts from "65551" in September 2023, they now show as from "Amazon". I guess that 65551 is still working for Amazon to receive texts. The scammer is spoofing their origin as 65551. Replies still go to Amazon and so you can inadvertently muck up your 2FA.

Re: Not receiving OTP from Amazon

Peter_W — Mon, 06 Oct 2025 16:06:39 GMT

Thanks for sharing your experience here @petef4.

A good rule of thumb if you ever receive a one time PIN that you're not expecting is to never provide this anywhere, and also don't call any numbers listed in the text itself.

If you did want to verify this, I'd recommend contacting the company via the details listed on their official website.

Peter