Not receiving OTP from Amazon

[BM_Rob]

I've been with EE for nearly 1 year. I receive OTPs from my different organisations. I'm setting up 2FA on Amazon but when I enter my mobile number I don't receive a OTP message. 

I've spoken to Amazon and they said contact EE. I spoke to EE (150 - Network team) yesterday and they said that the most likely cause is that Amazon are sending the SMS from an (international?) origin that is not known to EE and because of the large volumes of SMS from that origin they may have been marked as spam and therefore filtered and not delivered to my number. I was advised to contact Amazon. Amazon are in denial that it is their issue.

There must be a team / department within EE that communicates with other 3rd party organisations concerning where OTP SMSs originate in order to flag them as legitimate on the SMS spam filtering system - otherwise all OTPS would end up marked as spam. 

Please can someone involve the correct team / department within EE to help resolve this issue? 

I'm between a rock and a hard place.

In my view, I'm a customer of EE and Amazon but it doesn't seen correct that I am tasked with resolving issues between EE and Amazon. 

Thank you

[Hughsie]

Like @BM_Rob when I texted STOP to 65551 in January 2025 my OTPs from Amazon stopped. Without receiving OTPs I cannot add Amazon Prime to another device or access my account security details. In the text message from 65551 there is a URL to rate my delivery from a third party who used Amazon Shipping https://track.amazon.co.uk 

Like @Kelly1906 i tried to stop the need for OTP two factor verification via Amazon’s account recovery (sending a copy of my driving license as ID) but was told by Amazon that because my phone number hadn’t changed and was still active they wouldn’t reset this and they simply close your request without saying a word (ie no reply by email in 1-2 days as stated when requested). 

I have now spent a total of 8 hours on the phone to Amazon and EE. EE have confirmed that the issue is definitely with Amazon and following a very long chat online with a customer service supervisor I was told that  my next step must be to call the Accounts team again, who I’ve been assured will sort this out. 

I did ask for an email to send my complaint to but was told that there is no email to raise complaints to and I would have to speak to Account services by requesting a call back. 

Wish me luck and if anyone has any idea of the right thing to say to get my OTP reinstated (ie the effect of tecting STOP to 65551 reversed) I’d love to hear from you. I have always found Amazon to be very helpful, but my faith in them is draining quickly with this matter. 

[Hughsie]

@tamgawk and @BM_Rob I can’t set up Authenticator app whilst OTPs can’t be received by text. because you need a OTP for step 3 below (login &security settings access). 

How to Set Up Mobile Authenticator OTP for Amazon: Step-by-Step Guide

1. Step 1: Download an Authenticator App. ...
2. Step 2: Log into Your Amazon Account. ...
3. Step 3: Go to Login & Security Settings. ...
4. Step 4: Enable Two-Step Verification. ...
5. Step 5: Set Up the Authenticator App. ...
6. Step 6: Verify the OTP Code.

Do you know a way round this?

[BM_Rob]

@Hughsie Looks like you have a similar problem to myself. 

I ordered something from a third party; they shipped using Amazon logistics; I was overwhelmed with delivery notification SMS and no way to suppress on the third party website, so I replied STOP to 65551. I found out later, this stopped all SMS from Amazon 😞  . However, I was told by James in Amazon Ireland that 65551 was discontinued due to fraud/phishing and that all new messages came from "Amazon". Due to this change, when I tried to restart my SMS messages by sending START to 65551 or RESUME to 65551  I got a "network" type reply - which I interpreted as "We've received your START/RESUME - but not done anything with it". I had deleted my SMS - but if you still have yours, perhaps try START or RESUME to 65551.

Seems strange that the third party messages are still originating from 65551. If the originated from Amazon then perhaps a reply to the SMS with START or RESUME would work.

From my experience, since the change from 65551 to Amazon as the sender of the SMS, it would appear that Amazon Customer Service attempts to restart SMS notifications don't work if the STOP was sent to 65551. 

Your best bet may be to email complaints (at) amazon.co.uk, managingdirector (at) amazon.co.uk, outline the issue and ask whether James in Amazon Ireland can assist (assuming he is still around) - because he sorted my issue - and I can receive SMS from Amazon - although I've also setup an authenticator - just in case.

[Hughsie]

Thank you so much @BM_Rob @for taking the time to reply. I do have the text thread in my messages still and noticed that when I texted STOP I received a text back saying “Default Stop Message”. Incidentally I was charged 20p for the STOP text message that I sent  (even paying for this hassle. Adds insult to injury). 
Since then I texted UNSTOP then START and got a text back each time saying “Default help message”   Then I texted RESUME and got no reply. All of this did not result in my OTPs being active again. 

Thanks for these email addresses. I will compile an email and hope that it reaches someone helpful at Amazon. I’ll keep you posted. 

Thanks again. 

[Hughsie]

Thank you so very much @BM_Rob 

I emailed the 2 addresses that you suggested and my email, with all the information (that I was repeating time and again when contacting Amazon customer services by phone and chat time and again) was forwarded to Noel in Executive Customer Relations.
It took a week and a half for this matter to be fully resolved. After a few days I could access my login and security by getting a OTP to my email. This allowed me to set up an Authenticator app, but my phone number still wouldn’t receive OTPs. So I emailed Noel to say I wanted my phone number as my primary 2FA, with Authenticator app as back up recovery.  2 days later Noel confirmed that the internal team had removed my mobile number from the SMS opt out list so I could once again start receiving OTPs.

I have now set up my mobile phone as primary 2FA with Authenticator app as back up. It was definitely an Amazon problem, not mobile provider. 
I’m so pleased to have found your content on here and appreciate your help. You saved my sanity and once I was dealing with the right person at Amazon, helped me to restore my faith in them too. 

[BM_Rob]

@Hughsie Good news.

You would *hope* that the Exec team review the types of issue escalated to them so they can amend processes / procedures for the Amazon 1st and 2nd line support team.

At work, I was known for my tenacity - although it takes a lot of effort.

[Hughsie]

Incidentally, every time I texted 65551 I was charged 20 pence to send the text. Something that 65551 doesn’t warn you of when telling you to text STOP to them. So when I tried RESUME etc I was charged 20p each time for each attempt to resume OTPs without effect. 
Anyway, it’s all sorted now so it’s time to move on. Just pleased this is here for others now. 
Thanks again @BM_Rob  your tenacity is much appreciated.