topic OTP not arriving in Mobile Services

OTP not arriving

addy7 — Wed, 06 May 2026 11:46:18 GMT

Been through the topics here and like others not receiving OTPs from Natwest/RBS. For some reason only their OTPs are not hitting my number, but all other banks/OTPs from other logins arrive fine.

Started after I upgraded and swapped to an e-Sim before that never had an issue. EE sends me to Natwest, who send me back. Both technical teams have had a look and blame the other and its been years where its not resolved.

Should I just change network if this can't be resolved?

Re: OTP not arriving

Northerner — Wed, 06 May 2026 14:30:13 GMT

Hi @addy7

Have you search your message app, reason I say is that the app I have (Samsung) was blocking PSN OTP codes as spam so I didn't see them until I flagged them as not spam.

Thanks

Re: OTP not arriving

bristolian — Wed, 06 May 2026 16:26:47 GMT

@addy7 wrote:
Started after I upgraded and swapped to an e-Sim before that never had an issue. EE sends me to Natwest, who send me back. Both technical teams have had a look and blame the other and its been years where its not resolved.

From a network perspective, the obvious point of demarcation is whether the SMS in question are arriving into EE's SMSc servers. This should be easily identifiable with timed & dated examples being provided to EE-CS.

If a SIM-swap was the change which correlated with the issue starting, I would expect to see the SMSc logs show the messages arriving but not being delivered - but this should be quick & easy check.