Unable to receive OTP from Santander

[Nicolson92]

Hello

I am able to receive text messages however am unable to receive OTP’s from my bank even though they have confirmed they have sent them?

I really need to access online banking and this is causing me a lot of stress. Please can someone help as the phone service has been useless. 

thanks 

[Diana29]

Hi @O2Emma @O2Jonathan @pgn I’m having the same issue. Moved to O2 recently and kept my old number and I stopped receiving Santander OTP messages. Can anyone help? Thanks 

[pgn]

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@Diana29 wrote:

Hi O2Emma O2Jonathan pgn I’m having the same issue. Moved to O2 recently and kept my old number and I stopped receiving Santander OTP messages. Can anyone help? Thanks 

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The advisor in from 8am Monday is @O2Sarah- - watch out for a message here from her after then, @Diana29 - and good luck!

[O2Sarah-]

Thanks for the tag @pgn 

@Diana29 I will send you a private message so we can look into this. 

[Liam95]

Hi, I'm having exactly the same problem. I'm not receiving the OTP texts from Santander since switching to O2.

Any help would be greatly appreciated! 

[Enlli]

@Liam95 Sorry to say that since this thread started we have lost all our advisors on this forum so, as just customers, we can no longer help.

You will either have to ring O2 ( just after 8:00 am is good) or

Message O2 on
Facebook (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) ,
they should be able to help you.

[Liam95]

Thanks for getting back to me. I've tried ringing them a few times, which has been very stressful. I've sent messages on Facebook but heard nothing back from them.

I rang up O2 and the issue is that, despite requesting that I keep my old number, they gave me a new one. They have acknowledged that this is their mistake but offer no way of resolving this. This is why I haven't been receiving verification texts from Santander.

I've rang O2 up three times over the last couple of days and they have been quite unhelpful. The only time I encountered someone helpful, the call was disconnected.

The text with my PAC code says it expires on 31/07 but, when I phoned O2, they claimed it expired on 12/07 and that it's now locked.

I was passed over to someone else who explained that I need to discard my new number in order to get my old one back. They said the old number has 'migrated'. I asked a few times what this meant but I don't think they understood the question.

I asked numerous times whether I could use the same PAC code to retain my old number when setting up another account but they didn't seem to know.

I'm just in a bit of a mess now as I still can't access my online banking and have no idea how to get my old number back. 

I'm still stuck with this new number and all I want is to get my old number back. I don't know what to do. At this stage I don't care whether I stay with O2, I just need my old number back.

Thanks,

Liam

[pgn]

Two choices @Liam95 - keep hassling O2 via social media, FB in your case, or call O2 at around 08:10 any morning (to get hold of someone here in the UK)

Contract:

From a landline

0344 809 0202

Standard UK rate

PAYG:

From a landline

0344 8090222

Standard UK rate

Or Guide: A Guide to Skype to call the Payment Management team on 0800 902 0217.

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[Barny1]

Hi guys I’m having this issue and it’s driving me insane! I really could do with some help please as I just can’t get in to my Bank app or even put my Santander card in my wallet on my iPhone!! 🤦‍♂️

[pgn]

Persist with O2 by phone or Social Media, @Barny1 - the Card Wallet should take your Santander card details if the card has been issued in the UK and address details have been entered correctly:

Re OTP: Guide: Text Message Tips (not sent or received) may help.

Good luck.