topic Re: Verification Code Whatsapp in Tech Support

Verification Code Whatsapp

Zak01010 — Fri, 16 Dec 2022 12:14:59 GMT

Bought a new iPhone activated it by setting it up. Used "Move to IOS" to transfer the whatsapp chat data. The verification code hasnt arrived. I've tried the "Call Me" option. Made sure its the correct international format. Also tried waiting 24hrs. No issues with the sim as I can text and recieve calls even google verification text messages. I messaged whatsapp using the support ticket they keep mentioning the advice on and on.

They state if the advice that they have given doesn't work I have to email back through a reply with my full international number in that format. I haven't recieved a single reply and I've been waiting patiently because I can't use my new phone. No issues with my phone or sim but what can I do honestly I need help. I did transfer my number from Voxi (vodafone) a week ago. Is a porting issue?

Re: Verification Code Whatsapp

gmarkj — Fri, 16 Dec 2022 13:30:36 GMT

It might be related to the port @Zak01010 .

Have you been in touch with customer services, either by calling 202 or messaging on social media (links below)?

Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)

Re: Verification Code Whatsapp

Zak01010 — Fri, 16 Dec 2022 14:39:47 GMT

Tried that spoke to 3 advisors. I have the phone number swapped to o2 which according to the last advisor "Ruhan" means its ported. I can receive calls, text messages and other verification messages but not for whatsapp. I've seen and gone through allot of community posts from the recent months as other have had similar issues. Anyone from o2 that can help me?

Re: Verification Code Whatsapp

M25 — Fri, 16 Dec 2022 19:04:47 GMT

Its good to hear I'm not the only person :-), I've been experiencing the same issue for over 3 weeks, I've tried changing the sim, adding a £5 spending cap to my account. I've also tried resetting my phone as well as putting my sim into another iPhone and also an Android phone. Unfortunately, none of these steps have resolved the issue. I've tried the Call me option, but in doing so I didn't receive a call after initiating the request. I've repeated this process several times during the past 3 weeks, all with no success.

I'm able to make and receive calls and am able to receive verification texts from other services such as my bank and other MFA related services, I've not blocked any numbers.

I've escalated the issue with O2, on the 5th day of the escalation I was told they were unable to identify the cause so the issue was being escalated to another team and to allow up to a further 5 days. When I spoke to them I was told they weren't aware of any other customers with this issue.

I've tried activating WhatsApp on a difference number via EE on the same phone via the call me option, in doing so I received the call back with the verification code. I've also contacted WhatsApp support on a number of occasions who've replied each time saying the issue is with my cellular provider being O2.

Hopefully O2 support will get in contact soon to say they've identified an issue.

Re: Verification Code Whatsapp

Enlli — Fri, 16 Dec 2022 18:56:29 GMT

I'll ask one of the forum team to take a look. They will be on Saturday Morning

@O2Georgina can you help @Zak01010 and @M25

Re: Verification Code Whatsapp

M25 — Fri, 16 Dec 2022 19:12:34 GMT

Thank you 🙂

Re: Verification Code Whatsapp

Zak01010 — Fri, 16 Dec 2022 22:20:55 GMT

Thanks Enlli. From what my guess is I don't think its whatsapps issue its most likely o2's because if other verifications are able to be recieved surely it would work for whatsapp. My theory is its blocking issue from o2's part because if my waiting times to recieve a call or sms verification is take 2hrs, to 6, 10, 25 etc... surely something is blocking this. The 4th advisor I spoke to Farhan stated he raised this to the network team and gave me a case reference number

Re: Verification Code Whatsapp

MI5 — Fri, 16 Dec 2022 22:27:49 GMT

@Zak01010 @M25

Most likely that your international sms gateway is not set up correctly.

Re: Verification Code Whatsapp

O2Georgina — Sat, 17 Dec 2022 08:05:18 GMT

Thanks for that tag @Enlli

@Zak01010 and @M25 I will send you a private message now

Re: Verification Code Whatsapp

M25 — Sat, 17 Dec 2022 11:07:35 GMT

For info, if you choose to receive the WhatsApp verification code via the call me option, you should receive the call from number 01752 907834.

Re: Verification Code Whatsapp

Zak01010 — Sat, 17 Dec 2022 12:21:20 GMT

@O2Georgina Do you think @MI5 is right about the issue likely being that my international sms gateway is not set up correctly?

Re: Verification Code Whatsapp

Zak01010 — Sun, 18 Dec 2022 20:50:22 GMT

What if I miss the call from the network team what to I do? @O2Georgina I'm not confident I'll get a call tbh I switched for a reason to o2 and honestly other posts dont say the main cause of the issue? Any idea because I'm not confident I don't want to be waiting for weeks

Re: Verification Code Whatsapp

PaulD2 — Wed, 21 Dec 2022 13:01:28 GMT

I'm still having the same issue after 3 weeks too. Absolutely crazy. I've had a replacement sim, no luck. I'm on Android but I added a phone number via an iPhone as it was missing in the information section, no luck. Whatsapp have told me they've not even received a request from me! Nothing is working so this must surely be at o2's end? I hope someone can help with this.

@O2Georgina Could you possibly DM me too please to keep me up to date with the fix for this? Thank you.

Re: Verification Code Whatsapp

M25 — Thu, 22 Dec 2022 12:36:10 GMT

Unfortunately, I didn't hear back from O2 support following my escalation, I was told to allow 5 working days but that time has passed.

While waiting for O2 support to respond, I re-tried various steps. I was eventually able to receive a WhatsApp verification code by enabling the two-step verification feature within WhatsApp from my old phone, as the app was still active on that phone.

With two-step verification enabled on my WhatsApp account this changed the verification process. This time when I requested a verification code from WhatsApp on my new phone with my O2 sim card inserted, the 6-digit code appeared physically as a pop-up message within the WhatsApp on my old phone, rather than via the expected SMS route. I entered this new code into WhatsApp on my new phone, completed the 2 step-verification process I'd previously enabled and hey presto the verification process completed successfully.

Note: My old phone did not have a sim card inserted but it did have a wifi connection.

Re: Verification Code Whatsapp

PaulD2 — Thu, 22 Dec 2022 15:10:20 GMT

Good to hear you got it sorted. Unfortunately I made the mistake of deleting WhatsApp on my old phone so I can't turn 2FA on as I don't have access to my account at all now.

Can O2 please reach out thanks.

Re: Verification Code Whatsapp

Zak01010 — Sat, 24 Dec 2022 00:27:00 GMT

Apparently theres loads of cases regarding this issue. Waiting on the 26th for a callback regarding this issue. Honestly I think its to do with security that other sim providers have

Re: Verification Code Whatsapp

pgn — Sat, 24 Dec 2022 08:01:14 GMT

WhatsApp 2FA - @O2Georgina is on this morning, @M25 and @PaulD2 and @Zak01010 - might take a while for her to get to all of you, assuming the answer is not to refer to WhatsApp support. Good luck!

Re: Verification Code Whatsapp

O2Georgina — Sat, 24 Dec 2022 08:04:12 GMT

Thanks for the tag @pgn

I will send private messages out as soon as i can 😊

Re: Verification Code Whatsapp

Rocky65 — Mon, 26 Dec 2022 23:02:08 GMT

I'm having the same issue, verification texts/calls from WhatsApp seeming to be blocked by O2.

I ported from Vodafone several months ago with no need to verify WhatsApp, I changed phone 6 weeks ago and have WhatsApp stuck on my old device, I've contacted the helpdesk several times with tweaks made to my account but no actual fix, the most recent contact I felt pretty much fobbed off by the advisor. Right now I'm inclined to make a formal complaint over this and leave O2 entirely.

Has anyone actually managed to get this issue resolved?

Re: Verification Code Whatsapp

PaulD2 — Tue, 27 Dec 2022 14:31:50 GMT

@Rocky65 There's no fix yet 😕

@O2Simon PMed me and looked into it but was been unable to sort it, so he raised it with the IT team. They called me this morning and asked a few followup questions and he's not raised it with another team. The IT guy told me it's the first time he's heard of this problem, but if more people report it it will get better priority for being looked into, so please get in touch with Customer Services or one of the O2 team here and get it raised. This applies to anyone else who is having this issue right now.

For clarity I've tried the following so far:

Installed Whatsapp on my new phone (Android) and requested an code via SMS and a callback numerous times with the usual messages of having to wait to try again. Nothing received and no success.

Put my sim in a different phone (iPhone), installed Whatsapp and requested an SMS and callback. Nothing received and no success.

Had a friend who's with a different provider (Vodafone) uninstall their Whatsapp, reinstall it and enter my number for the code and callback requests. I didn't receive anything and the usual messages were shown after a couple of attempts. When they entered their number they received an SMS immediately and logged back in to their account fine.

This last test suggests to me that the SMSs and callbacks are being blocked when being sent from Whatsapp imo but we'll see what O2 come back with.