India Tax Office OTP Not arriving

[Robh57]

I   have to file my company tax returns with the india tax office via their e-portal to verify the send out two OTP email and Mobile SMS  the email one arrives every time but the SMS OTP never arrives . Checked spam and spent one hour with support yesterday still not working . Tax office says check short code OTPS are allowed at network level  or ask for a line refresh. The t5ax office says that the short code text messgage is delivered by a UK partner  and it is being sent each time . May have to move carriers if this continues

[Chris_B]

@Robh57  You do have your number as 44 or +44 instead of 0 at the start of your number? 

[Robh57]

When you set up your number in the india tax portal you choose the uk flag and then put your number minus the 0 then save and it shows +44 then the number  I received them when on sky and with EE last year but somethings changed

[Robh57]

Just received this from the India tax office 

With respect to the concern raised by you, as we check with operator SMS is delivered to user successfully. Please retry as the SMS from our service is reaching other users from the same region We request the you to retry for re-generating the SMS OTP once again Kindly retry by following the steps if the user is unable to receive the SMS on Handset:- - Ensuring the coverage network is strong - Ensuring that unwanted SMS should be removed so there is phone memory capacity not full - Restart the phone to refresh the network - Check if any phone applications or settings may filter the messages, alternatively, you may swap SIM to another phone and retry.

I have tried all of the above   still no joy  the fact that other UK users are receiving OTP's then it must be an EE issue

[Peter_W]

Welcome to the Community, @Robh57

If possible, I'd recommend reaching out to the Indian Tax office and see if they can find details of the number / short code that is sending the one time PINs. 

It's been a few years since I've seen this, but remember our Level 2 team could often raise this for further investigation once they had these details.

Peter

[bristolian]

---

@Robh57 wrote:

I have tried all of the above   still no joy  the fact that other UK users are receiving OTP's then it must be an EE issue

---

Prove that this is an issue specific to the Indian sender, by testing receipt of automated SMS from other UK-based senders. Collate some timed & dated examples of when texts from this specific sender are failing to arrive, and report those to CS.

They can check incoming SMS logs to establish whether those texts are arriving on EE's UK network or not.