ESIM as secondry line - can't receive OTP...!!

[jasonSE25]

So I have an ESim installed as a secondary line in my phone, can make and receive calls, can send text messages and receive them, but the only OTP I can get is from EE..... no other institutions at all.  Been on the phone to EE three times about this - no joke - one call over an hour long, no help whatsoever.  Have deleted and reinstalled some of the apps and nothing.  What's wrong...!?!?!

[Schockwave]

Hello @jasonSE25 ,

Welcome to the community,

It looks like you need to change parent control, which you can do if you are on a monthly contract by going to the EE App or by logging in via the website to your account, click on the icon top right, then settings and permission. If on pay as you go, you will have to ring customer service with a credit/debit card and pay a refundable amount to get this changed. At least I believe that is what has happened and needs changing.

[jasonSE25]

It was already set to 18+ on parental controls (full and unlimited access), I must have tried at least 50 different solutions over the last 48 hours and still no fix.  Still get the error message from WhatsApp business "we couldn't send an SMS to your number, please check your number and try again in 1 hour".  Well 48hrs later and still nothing....!

[Peter_W]

Hey there @jasonSE25

Welcome to the EE Community 😊

It's definitely worth giving the steps @Schockwave recommended a try here, but there are a few more things we can potentially check from our end too. 

Which services are you looking to receive one time PINs from, and are these UK based?

Peter

[jasonSE25]

Hey,

I did try - when I looked in the app it was already set to 18+ and it says that setting allows unrestricted full content.  The specific app is WhatsApp that's giving the most trouble at the moment.  I realise that you can't have two accounts on one app so I downloaded the business app to put the secondary line on (and several times I've deleted and reinstalled it), but it's never worked.  

[Peter_W]

Thanks for giving that a shot @jasonSE25 

Is it just WhatsApp you've noticed this issue with, or is it other apps and services too?

Also are you on WiFi or mobile data when requesting the PIN for setup?

Peter

[jasonSE25]

Tried it on WiFi and just on mobile data.  Mainly WhatsApp, get OTP from EE.  The normal WhatsApp works for the primary line but the business app just keeps giving the error message I mentioned above for the secondary line, yet all settings are identical for both… !

[Peter_W]

Cheers @jasonSE25, if the number is entered in the correct format and it's giving this error before the message is even sent, this would suggest something at their end rather than an issue with the number itself.

Alternatively you could try switching your other number to the WhatsApp Business app, and the secondary line to the main one, but I can appreciate you'd be hesitant in case you lost access to both numbers.

If you haven't already, I'd definitely recommend checking out the WhatsApp Support options too

Peter

[jasonSE25]

The WhatsApp support is rubbish they are just sending automated responses based on keywords, it’s impossible to speak to a human being, I have tried numerous times.  I did also try switching accounts as you suggested but even the normal WhatsApp gives the same error message and states it is unable to send an SMS to the secondary line 

[Peter_W]

@jasonSE25 Have there been any other services that you've noticed issues with here? 

If messages are showing as sent but never come through, this is something our team could definitely investigate further.

If they aren't being sent in the first place though, this would typically indicate something at the sender's end.

Peter