topic Not receiving any One Time Passcodes in Tech Support

Not receiving any One Time Passcodes

GillOTP — Sat, 12 Mar 2022 13:30:15 GMT

I can no longer receive any OTP - they’re not coming through from my bank, from HMRC or the NHS app. O2 Customer service advised reset network but that didn’t help. They also thought an age restriction might have randomly been put on my account. That’s been removed but still the OTP don’t come through. Weirdly, whenever O2 sends me a text, a flood of old OTPs come through…but I still can’t get new ones. O2 say a technical support person will contact me in three working days. I really could do with this being sorted sooner, if anyone has any ideas?

Re: Not receiving any One Time Passcodes

pgn — Sat, 12 Mar 2022 13:55:22 GMT

All I know of on the community guidance is in this, @GillOTP: - if that helps?

Re: Not receiving any One Time Passcodes

Cleoriff — Sat, 12 Mar 2022 14:03:07 GMT

There seem to be a fair amount of people complaining of the same thing over the past two days @GillOTP

Have you got a spend cap attached to your account?

Maybe @O2Ellie, one of our account advisors can help?

Just watch this thread, when she picks up the tag @O2Ellie will be asking you for some account details via Private message. (envelope icon top right of the page)

Re: Not receiving any One Time Passcodes

O2Ellie — Sat, 12 Mar 2022 14:16:00 GMT

Thank you for the tag @Cleoriff

@GillOTP I will private message you now and we can look in to this further for you. Please keep a look out for my message coming through. 😊

Re: Not receiving any One Time Passcodes

GillOTP — Sat, 12 Mar 2022 14:28:13 GMT

Thanks for sharing. Been through the guidance but issue unresolved sadly

Re: Not receiving any One Time Passcodes

GillOTP — Sat, 12 Mar 2022 14:29:45 GMT

Thanks, yes I can see a fair few posts on this issue. No spend cap for me and no joy as yet from trying what others have suggested on here.

Re: Not receiving any One Time Passcodes

WhyOtwo — Sat, 12 Mar 2022 17:11:34 GMT

I have exactly the same issue. Nobody seems to understand what is happening yet a quick Google tells you it is far from uncommon. I was promised a callback yesterday and still waiting.

Receiving these passcodes is essential, so living with the issue is not an option. Makes me wonder how everyone else who has had this issue got it resolved. Surely someone at O2 knows? Or did they have to move providers?

Re: Not receiving any One Time Passcodes

DM1980 — Mon, 14 Mar 2022 15:31:10 GMT

Same issue since Sat 12/03/2022. Well could be before that too. Spoke to O2 yesterday (Sunday) and was told I will get a call within 24 hours. Desperate to get this issue fixed. Tried all sorts of things on my phone but I don't think it's an issue with the phone or settings. My feeling is it's something on O2 side.

Re: Not receiving any One Time Passcodes

KtKate — Fri, 18 Mar 2022 09:46:09 GMT

I have excatly the same issue - so fustrating. Has anyone had any joy getting it resolved? With the strong customer authentication it is vital that mobiles can support this service!

Re: Not receiving any One Time Passcodes

IanCun — Sat, 19 Mar 2022 12:15:23 GMT

I have the same problem and support have told me they can't find a problem. I stopped being able to receive OTP messages this week, so I can't log in to online banking etc. If I get a test message from o2, it pushes through a backlog of verificiation codes etc... from other providers.

I've tried the sim in a different phone and reset settings, and it still happens... it's definitely a problem at o2's end and I'm struggling to find help.

Have any of you had a fix yet?

Re: Not receiving any One Time Passcodes

Cleoriff — Sat, 19 Mar 2022 14:05:34 GMT

@Martin-O2 @RafaC

I know O2 are denying this as their fault. (people being unable to receive OTP codes).

However there are far too many people with the same issue for it to be their problem. Could you speak to O2 and see what they have to say please?

Re: Not receiving any One Time Passcodes

madasaf1sh — Sat, 19 Mar 2022 16:24:22 GMT

This could be a supplier issue as I know one of the SMS providers was having issues during the week, when we reported it to them as our customers weren't getting some of them...

Remember there is a lot to the rubbish OTP system than o2

Re: Not receiving any One Time Passcodes

pgn — Sat, 19 Mar 2022 16:26:31 GMT

Good idea, @Cleoriff - although it could also be a phone setting, as a previous poster had (fortunately) three short-codes blocked, and disabled the block on one at a time and tested until he found the 3rd one, which, when unblocked, started letting OTP SMS from Amazon in - problem solved

This for Samsung, for example: https://www.slicktext.com/helpcenter/articles/my-samsung-galaxy-has-a-shortcode-block-on-it-how-do-i-turn-that-off

A test short-code mechanism from O2, a reflector, would help with a lot of these queries, if one was available, @Martin-O2.

Re: Not receiving any One Time Passcodes

IanCun — Sun, 20 Mar 2022 18:59:29 GMT

I've tried my sim card in 2 different phone and have no numbers blocked, so don't think it's down to that.

Re: Not receiving any One Time Passcodes

Martin-O2 — Tue, 22 Mar 2022 11:37:12 GMT

@Cleoriff, @pgn I'll raise this with the team today and see if anything is going on.

Re: Not receiving any One Time Passcodes

Martin-O2 — Thu, 24 Mar 2022 11:23:41 GMT

Hey everyone I've heard back on this and there is an ongoing issue with one time pass codes. The issue is

intermittent and a fix is currently being worked on. I'll update this topic once I have any further news.

Re: Not receiving any One Time Passcodes

Cleoriff — Thu, 24 Mar 2022 11:41:23 GMT

Thanks for the update @Martin-O2 👍

Re: Not receiving any One Time Passcodes

pgn — Thu, 24 Mar 2022 11:55:58 GMT

Thanks, @Martin-O2 - that certainly explains the uptick in OTP and lost SMS message complaints of late.

Is there any known workaround that can be suggested, in the interim? OTP's are increasingly being used by many different types of applications, and it is stressful if you just don't get the SMS you need to login to a bank, to change an address with a service company, or to confirm to HMRC that it is really you that is logging in to their website.

Can we put a note in red or in a box at the top of and and and for the time being, please? These seem to be the most commonly quoted Guides where problems are high...

Re: Not receiving any One Time Passcodes

pgn — Thu, 11 Aug 2022 11:00:06 GMT

Got another live one @Martin-O2

https://community.o2.co.uk/t5/Tech-Support/OTP-s-not-being-received/m-p/1566897/highlight/true#M23731

Re: Not receiving any One Time Passcodes

Martin-O2 — Thu, 11 Aug 2022 15:43:13 GMT

Thanks for flagging @pgn! 🙂