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Not receiving OTP from Amazon

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BM_Rob
Valued Contributor
Valued Contributor

‎01-12-2023 01:58 PM

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

 

 

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BM_Rob
Valued Contributor
Valued Contributor

‎07-10-2026 12:06 PM

complaints (at) amazon.co.uk, managingdirector (at) amazon.co.uk

AFAIK, 65551 has been discontinued. Amazon will not send a 2FA from 65551. When I had the problem, I tried to send messages to 65551 to start/resume my 65551 serviced message. I was charged 20p or so for each text and I got a generic reply that didn't mention Amazon which said along the lines of "I've got your text but not sure what to do with it". This confirmed that 65551 was out of service.

In my case, I hadn't activated 2FA on my Amazon account in 2023, but they decided to use 2FA when I logged on. Perhaps my IP address looked strange? I was snookered because I'd sent stop to 65551 and so Amazon didn't send me a OTP and I couldn't logon! The lesson learnt is never to send STOP to an SMS. I sent STOP to suppress delivery updates - but I didn't know 65551 was Amazon and didn't expect to stop all SMS messages.

I'd suggest using an authenticator app which is "paired" with your Amazon (and other accounts provided your supplier supports this method of authentication) account and requires a 6 digit number to be generated on logon. This is much more secure than SMS messages. 

Getting traction from anyone at Amazon to resolve my issue took a long time. Perhaps it is just better to forward the SMS to 7726. 

 

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