by 4lan Contributor
Contributor

santander otp codes

Hi, I have stopped receiving One Time Passcodes (OTP) from my bank, Santander. I have not recently changed anything, network, device or anything else. I have previously received these messages but now don't. I have contacted my bank and they confirm everything is in order at their end and the messages are showing as sent. A check online suggests that this is a recurrent issue but usually seems to affect people who have recently ported a number across from another network. I cannot tell when this change took place, it worked when I last used it, in September, but hasn't worked over the last few days. Phone is iphone 6s and is up to date. Any ideas?

1 SOLUTION

Accepted Solutions
by Grand Master
Grand Master
Solution

Re: santander otp codes

Hi @4lan

 

Try turning off iMessage. (Any text will go via EE SMS gateway rather than via Apple)

 

Also are you connected to WiFi calling or the 4G network? 

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
20 REPLIES 20
by Grand Master
Grand Master

Re: santander otp codes

@4lan   I had a similar issue awhile ago and I found out that I  accidentally selected the wrong phone number that the message was sent to from within the app.   What others are experiencing with changing networks is not the same issue that your having.  Nothing about your settings with EE or Santander have changed.  Other having this issue it was their bank trying to send the message via the customers old network gateway and this is not your issue.  

by 4lan Contributor
Contributor

Re: santander otp codes

Hi Chris, The phone number has been checked, and double checked, and it is definitely not that which is my issue. I have checked that I have not blocked the Bank's number from my call list. I have also read that EE are now somehow blocking 'sales and marketing messages' and that this is causing some people problems when receiving messages from 'short code numbers'. 

by Grand Master
Grand Master
Solution

Re: santander otp codes

Hi @4lan

 

Try turning off iMessage. (Any text will go via EE SMS gateway rather than via Apple)

 

Also are you connected to WiFi calling or the 4G network? 

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by
EE Community Support Team

Re: santander otp codes

Hi @4lan

 

Thanks for coming to the community.

 

Have you spoken to our technical support team?

 

Leanne 🙂

 

 

 

by 4lan Contributor
Contributor

Re: santander otp codes

Hi Northerner,

 

I don't understand why, but turning iMessage off has allowed me to receive a raft of OTP codes that were sent. Thanks for the help. I received this type of message previously with iMessage on, wierd. Thanks for the help.

by Grand Master
Grand Master

Re: santander otp codes

@4lan

 

Thanks for letting us know as this is a common problem. Messages via iMessage go via Apple so the bottleneck is with Apple. Don't forget if you send an emoji now to anyone you will be charged so maybe turn iMessage back on once you are done.

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by grahamp Investigator
Investigator

Re: santander otp codes

This appears to be a problem with most networks and Santander

I have had the problem (not receiving OTP texts) for at least a couple of weeks, although the last time I needed on was back in December 2018.

 

Santander were not especially helpful, blaming the network and stating that the OTP's were being sent.

 

Very mixed and confusing responses from EE and initially saying there were no blocked against my mobile number, then saying it was the fault of Santander as they had not updated their security profiles following  the intruduction of Mobile Security Regulations. They then suggested that texts from Santander were being blocked by the EE system as they were regarded as suspicious/fraudulent. They were suggesting that all Santander customers using the EE network would be affected. This of course was refuted by Santander. EE were also saying that this 'block' could not be over-ridden.

 

These conersations have taken place over the last 10 days during which time I have been unable to make certain transactions on internet banking.

 

I am a pay as you go EE customers, not on a contact and I do not have an iphone. I have not changed my phone for over one year and have kept my number for many year. All the calls to EE have cost me 25p a time.

 

One of the calls to EE resulted in me hanging up as they were so rude.

 

My last call today may have resolver my problem and may be the answer for others.

 

On further investigation it appears my number had 'content lock' turned on. I assume this is a security/protection issue for those under 18.

I am unable to turn this 'feature' on or off...it has to be done by EE

 

I have never been asked for my date of birth....why did this function get turned off. They could not answer this question and could only offer an apology for the numerous calls I had to make to EE and Santander and being denied access to internet banking EE do not take complaints seriously and close Complaints even when they know it was not resolved

 

 

by
EE Community Support Team

Re: santander otp codes

Good Morning @grahamp

 

Thank you for coming to the community, it's great to have you hear!

 

I am sorry to hear the above has happened, I have sent you a private message for further info. 

 

Speak soon, 

 

Katie 🙂

by MPBandIB Investigator
Investigator

Re: santander otp codes

I have experienced similar problems.  Santander requires me to enter a PIN code in order to access my bank account.  Unfortunately the PIN code does not ever get delivered to my phone.  Santander assert there is nothing wrong with their system and that it is set up correctly with the correct telephone number.  EE on the other hand also assert that there is nothing wrong with their system.  Following EE user support advice I have removed all blocks, they have changed some settings for my phone, and I have turned of iMessage as described in the above community comment.

 

I used to receive the PIN codes successfully.  The last one was in July 2019.  I have pleaded with the Santander and EE to investigate more deeply and to establish what has changed.  Santander say nothing has changed.  EE say nothing has changed.

 

Santander A2P message system is in Poland.  My phone is iPhone 6 using EE network. 

 

I suspect something has changed.  However I cannot find anyone helpful in either organisation to provide any unambiguous accurate evidence backed statement that gives me some clue as to what I might be able to do to get their systems to work together.  As far as I can tell, from all the advice received I can do nothing.

 

Does anyone know how to solve this impasse?  I cannot use my bank account until a solution is found.

by
EE Community Support Team

Re: santander otp codes

Hi @MPBandIB

 

Thanks for coming here 🙂

 

I have replied to your other post just now.

 

Hope to hear back from you soon.

by LRM
Explorer

Re: NatWest, HSBC & santander otp codes

To start with - I’m an O2 customer recently joined EE. Had my number registered with the banks for over 10 years. Never changed my number and my OTP worked perfectly fine (since introduced by banking sector).

since joining EE for just under 2 weeks now, I have to say what a nightmare it has been!

first of all customer service team is disgusting! They are very incompetent and like others have mentioned on here, just raised a complaint then close it when they feel like. They are rude and can’t do simple request - I asked for a physical sim to be sent to me (as opposed to an eSIM I’m currently using to see if Apple can help me)... they sent a replacement sim on my husband number. He was out of signal all day, then they said he have to go a store to pick up another one ( I understand certain measures are put in place for security purposes, but they do not seem to take ownership of when they mess up)! 
regarding the OTP - bank is saying it’s network issue, Apple saying it’s network issue, EE saying it’s bank issue...passing the buck here! 
EE explanation is that “we used PID-64 format messaging whereas the bank use PID-0 format message. This is not compatible so you wouldn’t receive OTP. In addition the block to PID-64 is due to security and they cannot remove it”. 
I have had it with this trashy network...I’m going back to O2. 
“You get what you paid for”...

by Grand Master
Grand Master

Re: NatWest, HSBC & santander otp codes

@LRM  The issue is some files got corrupt on the number migrating and EE need to do the process again.  It’s no ones fault. 

by LRM
Explorer

Re: NatWest, HSBC & santander otp codes

@Chris_B EE is saying they have completed the porting successfully and there isn’t anything else they can do. Still saying the format in not compatible with banks OTP. 
seems like a dead end with EE...

by
EE Community Support Team

Re: NatWest, HSBC & santander otp codes

Hi @LRM,

 

Welcome to the EE Community.

 

I've sent you a private message.

 

Thanks

 

James

by Timminmj1 Investigator
Investigator

Re: NatWest, HSBC & santander otp codes

Hello All, I am having a nightmare too.  I have recently moved from 02 to EE Business and the main reason was for better coverage so I could get my Santander Business Banking OTP's quicker.  I explained this to the EE Business Manager and at no stage during the process was I made aware of any problems.  From the day my number was ported (less than a week ago), the Santander OTP's stopped completely.  I have spoken to both EE Technical and Santander, and both are blaming each other.  I've tried turning off iMessage - no luck.  I am now told that because I took out my contract in store (including moving my Daughter's number, and taking out a mobile wifi dongle contract) that the 14 day cooling off period doesn't apply to me and I'm going to have to get special authorisation to cancel my contract.  In the meantime I cannot pay invoices or my staff.  It seems that some people have managed to get round this - the Santander OTP specialist told be that he has an EE phone himself and has no problem receiving OTP's so I am completely confused but the bottom line is, I moved from 02 to EE being re-assured my service would improved and instead I am in an impossible position.  Can anyone please help?

by
EE Community Support Team

Re: NatWest, HSBC & santander otp codes

Hi @Timminmj1

 

Welcome to the community. 

 

We're aware that a small number of users have had problems receiving verification text messages from some banks, with most being unaffected and able to receive these important messages.

 

This seems to happen to some customers after porting from another network. From what I have seen from other community members' experiences, it usually resolves itself within a couple of weeks.

 

Our Mobile Care teams are on hand to help with this on a case-by-case basis, running through troubleshooting with you.

 

They'll do their best to help you receive those messages.

 

Let us know how you get on.


Chris

by grahamp Investigator
Investigator

Re: NatWest, HSBC & santander otp codes

The problem is neither recent or restricted to new customers.

My original post, and there had been many before me, confirmed that I have been an EE customer for many years, had not changed anything and I have had on line banking with Santander for a long time.

I suddenly stopped receiving OTP codes and this prevented me from carrying out online banking.

I also went through the each blaming each other process until eventually someone from EE indicated that my settings had been amended to prevent certain texts being sent to my phone, This was a setting that I had no control over and could only have been done my EE.

I have not had a problem since but it was not a problem that sorted itself out I had to phone numerous times, all at a cost to me of course.

by Timminmj1 Investigator
Investigator

Re: NatWest, HSBC & santander otp codes

Thanks for your response.  I’ll keep

trying but can only tolerate this for a very short period 😬. Really want to stay with EE but if there’s no solution from EE end will have to cancel. 

by Timminmj1 Investigator
Investigator

Re: NatWest, HSBC & santander otp codes

Hi Chris, is there anything EE can change on my settings from your end to resolve this please?  It really is causing me a big headache 🤕.  I will try the support team as you suggest but I can’t wait a couple of weeks in the hope that it may sort itself out.  Thanks

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