topic Re: WhatsApp issue on new iPhone in Apple Devices

WhatsApp issue on new iPhone

Annehm — Mon, 24 Oct 2022 18:06:15 GMT

Hi everyone

I have set up everything on my new iPhone but have a problem with WhatsApp. I am trying to verify my phone number on my new phone but I am unable to receive a verification code from them via sms. My new phone works fine, I can make a receive calls and send and receive messages so I don’t understand why I am unable to receive a verification code from WhatsApp via sms. My old phone number was ported over to my new phone this morning so everything should work?
whatsapp still works on my old phone even without any phone service as I had switched from o2 to EE and after porting the o2 service stopped.
Can anyone help me solve this please.

Re: WhatsApp issue on new iPhone

Chris_B — Mon, 24 Oct 2022 18:27:17 GMT

@Annehm On your new device and with settings phone is your number shown correctly?

Re: WhatsApp issue on new iPhone

Annehm — Mon, 24 Oct 2022 18:27:58 GMT

Yes it is shown correctly

Re: WhatsApp issue on new iPhone

Annehm — Mon, 24 Oct 2022 18:30:26 GMT

Sorry I should have said hi and thank you for replying to my post

Re: WhatsApp issue on new iPhone

Chris_B — Mon, 24 Oct 2022 18:36:32 GMT

@Annehm That’s good.

Enter the 6-digit code you receive via SMS.

If you didn't receive the 6-digit code by SMS

Wait for the progress bar to finish and retry. The wait may take up to 10 minutes.

Don't guess the code, or you will be locked out for a period of time.

If the timer runs out before you receive the code, an option will appear to request a phone call. Choose the Call me option to request the call. When you answer the call, an automated voice should tell you the 6-digit code. Insert that to verify WhatsApp.

Troubleshooting steps

If you are having issues verifying, please try the following:

1 Reboot your phone (To reboot your phone, turn it off, wait for 30 seconds, and turn it back on).

2 Delete and reinstall the latest version of WhatsApp.

3 Send a test SMS message from any phone to your own phone number exactly as you entered it in WhatsApp, including the country code, to check your reception.

Re: WhatsApp issue on new iPhone

Annehm — Mon, 24 Oct 2022 18:41:55 GMT

I have done all of that. The call option didn’t work and just added extra time to wait for another code via sms. I have tried all the troubleshooting options and still cannot receive an sms from WhatsApp. I have tried their help service but they just played back to me the generic stuff on their website and said I can only receive the code by sms or phone call.

Re: WhatsApp issue on new iPhone

bristolian — Mon, 24 Oct 2022 18:49:18 GMT

@Annehm wrote:

My old phone number was ported over to my new phone this morning so everything should work?
Can anyone help me solve this please.

Are other text messages sent your ported-in number being received on your new phone as expected?

If necessary, send a text from your new phone to your ported-in number as a test.

Re: WhatsApp issue on new iPhone

Annehm — Mon, 24 Oct 2022 19:07:14 GMT

Hi Bristolian

yes, I am receiving text messages on my new iPhone with no issues. Have received some from EE and others from friends. I also texted myself and it works fine

Re: WhatsApp issue on new iPhone

Annehm — Mon, 24 Oct 2022 19:09:39 GMT

Should I remove my phone number from my old phone? I ask as WhatsApp is still working on my old phone and I know you can’t have WhatsApp on 2 phones.

Re: WhatsApp issue on new iPhone

Jon_K — Tue, 25 Oct 2022 12:18:08 GMT

You could definitely try this, @Annehm.

Can you try restarting both phones once you've done this?

Jon

Re: WhatsApp issue on new iPhone

Annehm — Tue, 25 Oct 2022 11:42:40 GMT

Hi Jon

I have found that I haven’t just got an issue with WhatsApp verification codes as I am also unable to add my cards to Apple Pay as my bank verification codes are not coming through. I know that this has been a reported problem for a considerable time especially if you join EE from o2 and have your number ported over. I think that EE has security blocks on general marketing content and therefore code smses are not getting through the block?

Re: WhatsApp issue on new iPhone

Jon_K — Tue, 25 Oct 2022 12:17:47 GMT

Thanks for noticing this, @Annehm.

I'd recommend getting in touch with our Customer Care team so they can check your account preferences.

Jon

Re: WhatsApp issue on new iPhone

Annehm — Tue, 25 Oct 2022 13:53:03 GMT

Hi Jon

i have spent ages on the phone with customer services and they say there are no blocks on my account and that they cannot do anything. I can now see that my issue is something that has been going on with EE since 2018 and is mainly specific to people porting over from o2. What I have gleaned from reading old community posts is that the security systems of o2 and EE are different and this causes issues when porting over. Some people have found that after a couple of weeks they suddenly find all the code texts suddenly turn up but most people have had no joy and have had to leave EE. Having just joined EE as the only network with a good 5G signal where I live I really don’t know what to do. To be honest the customer service chap was borderline rude and most unhelpful which is a great way to treat a so-called new customer. I only have a few days left of the cooling off period so need to find a way to get these automated code texts to break through EE’s spam blocker as I learned that that is what is happening. Please can you help. Many thanks.

Re: WhatsApp issue on new iPhone

uvarvu — Tue, 25 Oct 2022 14:04:13 GMT

Hold the [mobile] phone...

Is this by any chance due to the current outage affecting WhatsApp users around the world right now?

Re: WhatsApp issue on new iPhone

Annehm — Tue, 25 Oct 2022 14:32:41 GMT

Unfortunately not as I am unable to receive OTP verification codes from my banks and Amazon and probably more once i go through all my apps. I wish it was as simple as the WhatsApp outage.

Re: WhatsApp issue on new iPhone

Rina75 — Mon, 04 Sep 2023 20:39:58 GMT

I'm having the same problem with my son's phone and can't get through to EE. Did you resolve it?

Thanks

Sarina

Re: WhatsApp issue on new iPhone

Katie_B — Tue, 05 Sep 2023 06:47:27 GMT

Hello @Rina75.

Welcome to the community.

Our phone lines are open 8am to 9pm, Monday to Friday and 8am to 8pm, Saturday and Sunday.

I would recommend trying again once the lines are open so our technical care team can look into this for you.

Katie