topic Re: ESIM as secondry line - can't receive OTP...!! in SIM cards & Porting

ESIM as secondry line - can't receive OTP...!!

jasonSE25 — Tue, 27 Aug 2024 09:41:03 GMT

So I have an ESim installed as a secondary line in my phone, can make and receive calls, can send text messages and receive them, but the only OTP I can get is from EE..... no other institutions at all. Been on the phone to EE three times about this - no joke - one call over an hour long, no help whatsoever. Have deleted and reinstalled some of the apps and nothing. What's wrong...!?!?!

Re: ESIM as secondry line - can't receive OTP...!!

Schockwave — Tue, 27 Aug 2024 12:57:39 GMT

Hello @jasonSE25 ,

Welcome to the community,

It looks like you need to change parent control, which you can do if you are on a monthly contract by going to the EE App or by logging in via the website to your account, click on the icon top right, then settings and permission. If on pay as you go, you will have to ring customer service with a credit/debit card and pay a refundable amount to get this changed. At least I believe that is what has happened and needs changing.

Re: ESIM as secondry line - can't receive OTP...!!

jasonSE25 — Tue, 27 Aug 2024 13:34:39 GMT

It was already set to 18+ on parental controls (full and unlimited access), I must have tried at least 50 different solutions over the last 48 hours and still no fix. Still get the error message from WhatsApp business "we couldn't send an SMS to your number, please check your number and try again in 1 hour". Well 48hrs later and still nothing....!

Re: ESIM as secondry line - can't receive OTP...!!

Peter_W — Tue, 27 Aug 2024 14:04:59 GMT

Hey there @jasonSE25

Welcome to the EE Community 😊

It's definitely worth giving the steps @Schockwave recommended a try here, but there are a few more things we can potentially check from our end too.

Which services are you looking to receive one time PINs from, and are these UK based?

Peter

Re: ESIM as secondry line - can't receive OTP...!!

jasonSE25 — Tue, 27 Aug 2024 14:16:04 GMT

Hey,

I did try - when I looked in the app it was already set to 18+ and it says that setting allows unrestricted full content. The specific app is WhatsApp that's giving the most trouble at the moment. I realise that you can't have two accounts on one app so I downloaded the business app to put the secondary line on (and several times I've deleted and reinstalled it), but it's never worked.

Re: ESIM as secondry line - can't receive OTP...!!

Peter_W — Tue, 27 Aug 2024 14:35:06 GMT

Thanks for giving that a shot @jasonSE25

Is it just WhatsApp you've noticed this issue with, or is it other apps and services too?

Also are you on WiFi or mobile data when requesting the PIN for setup?

Peter

Re: ESIM as secondry line - can't receive OTP...!!

jasonSE25 — Tue, 27 Aug 2024 14:39:07 GMT

Tried it on WiFi and just on mobile data. Mainly WhatsApp, get OTP from EE. The normal WhatsApp works for the primary line but the business app just keeps giving the error message I mentioned above for the secondary line, yet all settings are identical for both… !

Re: ESIM as secondry line - can't receive OTP...!!

Peter_W — Tue, 27 Aug 2024 15:51:44 GMT

Cheers @jasonSE25, if the number is entered in the correct format and it's giving this error before the message is even sent, this would suggest something at their end rather than an issue with the number itself.

Alternatively you could try switching your other number to the WhatsApp Business app, and the secondary line to the main one, but I can appreciate you'd be hesitant in case you lost access to both numbers.

If you haven't already, I'd definitely recommend checking out the WhatsApp Support options too

Peter

Re: ESIM as secondry line - can't receive OTP...!!

jasonSE25 — Tue, 27 Aug 2024 16:18:08 GMT

The WhatsApp support is rubbish they are just sending automated responses based on keywords, it’s impossible to speak to a human being, I have tried numerous times. I did also try switching accounts as you suggested but even the normal WhatsApp gives the same error message and states it is unable to send an SMS to the secondary line

Re: ESIM as secondry line - can't receive OTP...!!

Peter_W — Tue, 27 Aug 2024 18:46:54 GMT

@jasonSE25 Have there been any other services that you've noticed issues with here?

If messages are showing as sent but never come through, this is something our team could definitely investigate further.

If they aren't being sent in the first place though, this would typically indicate something at the sender's end.

Peter

Re: ESIM as secondry line - can't receive OTP...!!

jasonSE25 — Tue, 27 Aug 2024 20:48:43 GMT

What messages….? The SMS messages from both primary and secondary numbers get sent and received. Calls to and from both primary and secondary numbers get sent and received. However OTP from two providers do not even get sent as something is blocking them - both providers flash the error message on screen “unable to send SMS to this number”.

Earlier on I transferred the primary number to the WhatsApp business account to see if it worked. It did, no problem, so I tried the secondary number in the standard WhatsApp account and it would not recognise the secondary number and therefore would not send the SMS.

I moved the primary number back to the standard account and it recognised the number. I tried the secondary number in the WhatsApp business account and still it gives the “can’t send SMS to this number”.

Just now come off the phone to EE and they didn’t seem to understand what I was saying and wanted to get me off the phone as quick as possible and didn’t give a solution or even a suggestion apart from contact the other suppliers which is impossible

Re: ESIM as secondry line - can't receive OTP...!!

Katie_B — Wed, 28 Aug 2024 11:27:08 GMT

Hi @jasonSE25.

Are you entering your number in full international format?

Do you get the option to verify via a phone call rather than a one time PIN?

Katie

Re: ESIM as secondry line - can't receive OTP...!!

jasonSE25 — Thu, 29 Aug 2024 07:37:41 GMT

Hi, yes it was entered in the correct format. The option for a call was also not available due to the same reason. WhatsApp eventually fixed it yesterday