OTP not arriving

addy7 · ‎06-05-2026

Been through the topics here and like others not receiving OTPs from Natwest/RBS. For some reason only their OTPs are not hitting my number, but all other banks/OTPs from other logins arrive fine.

Started after I upgraded and swapped to an e-Sim before that never had an issue. EE sends me to Natwest, who send me back. Both technical teams have had a look and blame the other and its been years where its not resolved.

Should I just change network if this can't be resolved?

bristolian · ‎06-05-2026

@addy7 wrote:
Started after I upgraded and swapped to an e-Sim before that never had an issue. EE sends me to Natwest, who send me back. Both technical teams have had a look and blame the other and its been years where its not resolved.

From a network perspective, the obvious point of demarcation is whether the SMS in question are arriving into EE's SMSc servers. This should be easily identifiable with timed & dated examples being provided to EE-CS.

If a SIM-swap was the change which correlated with the issue starting, I would expect to see the SMSc logs show the messages arriving but not being delivered - but this should be quick & easy check.

View solution in original post

Northerner · ‎06-05-2026

Hi @addy7

Have you search your message app, reason I say is that the app I have (Samsung) was blocking PSN OTP codes as spam so I didn't see them until I flagged them as not spam.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

bristolian · ‎06-05-2026

@addy7 wrote:
Started after I upgraded and swapped to an e-Sim before that never had an issue. EE sends me to Natwest, who send me back. Both technical teams have had a look and blame the other and its been years where its not resolved.

From a network perspective, the obvious point of demarcation is whether the SMS in question are arriving into EE's SMSc servers. This should be easily identifiable with timed & dated examples being provided to EE-CS.

If a SIM-swap was the change which correlated with the issue starting, I would expect to see the SMSc logs show the messages arriving but not being delivered - but this should be quick & easy check.