Cannot receive passcode from EE via text to link my number

[JohnPPP]

I successfully registered on auth.ee.co.uk with my email, then head over to Link products > add a device > Add EE mobile or SIM > enter my number and press Send Passcode, the interface says 'We’ve sent a passcode to: 0749xxxxxxx' (my number) however there's no incoming SMS. I tried waiting and re-sending, to no success. I can receive SMS from other websites (tried many), except EE itself.. I didn't port or transfer my number to EE (it is originally EE). The only thing is the number is fresh, but it shouldn't be a problem right?

[Leanne_T]

Hi @JohnPPP 

Thanks for coming here. 

Is the account pay as you go or pay monthly? 

Have you used the SIM to make a call or send a text? 

Leanne 🙂

[238483267948]

Any body having this problem should check their  spam folder that is where my verification passcode was, strange as other EE texts were getting through.

[Leanne_T]

Thanks for helping and sharing this advice @238483267948 

Have a good day 🙂

Leanne

[hughwill]

All this advice may be helpful, but my experience of this is that the system is very clunky. Sometimes the texts have appeared days after they were sent.

Hugh

[AndyPUK]

I've been in IT 25 years so I like to think I know what I'm doing. And the EE process is awful. I'm sat in a pub trying to fix an elderly man's phone. I've reset his account password for him. But after that the login keeps kicking him out. And each subsequent login tells me I have fewer chances before it mandates 2FA with a mobile number. Eventually I must. And guess what? No text received. Then guess what? After several attempts it says it won't send any more and I must use one it (didnt) send. Absolutely rubbish. Now said elderly man must drive 10 miles to the nearest EE shop to get it fixed. Awful.

[AndyPUK]

Update: I discovered the service number that was sending passcodes was blocked. Because he previously got EE marketing texts from the same number so he naturally blocked it. EE: please separate the sending of marketing texts from important 2FA texts.

[Peter_W]

Thanks for the update on this one @AndyPUK.

From my knowledge, no marketing messages are sent from the same place as one time PINs.

Sometimes you may get service messages from us on the same number, but these are important updates about your account and billing rather than to promote additional products.

If customers wish to opt out of marketing messages, we'd always recommend doing this via our form here, and this definitely shouldn't have an impact on one time PINs.

Peter