topic Re: Not receiving OTP code from santander in Sky Mobile

Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 11:47:58 GMT

Upgraded phone with sky ( always been with them) , but now cannot receive OTP codes from Santander so my bank account is effectively locked

Re: Not receiving OTP code from santander

63johnw — Wed, 01 Apr 2026 12:11:37 GMT

Hi @SLB42 call sky on 150 so they can look into this for you.

Re: Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 12:15:46 GMT

Thank you , I've tried unfortunately they are closed at the moment for training , I'll try again tonight .
had this issue a couple of years ago , but can't remember how I resolved it

Re: Not receiving OTP code from santander

caesarome — Wed, 01 Apr 2026 12:17:53 GMT

Could it be a setting in your new phone that is blocking the OTP, I would know any settings that might be causing this but is worth looking into. In the meantime do you have another unlocked phone you could try the sim in to see if it then comes through ?

Re: Not receiving OTP code from santander

PandJ2020 — Wed, 01 Apr 2026 12:20:02 GMT

Did you move your SIM from old to new phone or activate a new SIM?

Re: Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 12:20:08 GMT

Yes put the sim back into my old phone , couldn't receive it on that either .
tried to look to see if anything is blocked , but tbh I've no idea where to look

Re: Not receiving OTP code from santander

PandJ2020 — Wed, 01 Apr 2026 12:21:10 GMT

ok, but did you activate any new SIM? (As a replacement or other)

Re: Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 12:22:17 GMT

Put old sim in new phone , I've put the sim back in old phone at lunch but still not received any codes

Re: Not receiving OTP code from santander

63johnw — Wed, 01 Apr 2026 12:22:23 GMT

Hi @SLB42 one thing that has been mentioned before is check your monthly spend cap isn't set at zero as this apparently can have an effect.

https://www.sky.com/help/articles/sky-mobile-spend-caps

Re: Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 13:02:22 GMT

Just looked at that , it was turned off , have set it at £15 but still no codes have come through .
just to add , I'm receiving them from all my other banking apps , just not Santander

Re: Not receiving OTP code from santander

63johnw — Wed, 01 Apr 2026 13:21:39 GMT

I bank with Santander and have an iPhone and receive the codes @SLB42 so it may be something on your account that needs looking at.

Re: Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 13:35:16 GMT

I'm going to contact them. I've just gone back through texts & on the day I swapped everything over to the new phone , I did receive an OTP to re log in to the banking app, so this has started to happen since then .
first time since then that I've needed to transfer money to another bank ,

No longer receiving OTPs

Kerri1892 — Wed, 01 Apr 2026 15:32:48 GMT

I'm not longer receiving OTP sms from Santander, this has never previously been an issue but causing massive disruption. I've tried all the suggestions I can find online eg. turning airplane mode on/off, resetting phone etc.

Re: Not receiving OTP code from santander

Red27 — Wed, 01 Apr 2026 17:18:18 GMT

I am having the same problem, tried logging on this afternoon to pay a bill and download my statement. No dice. Not made any changes to my phone, SIM, nothing. Came here to see if I was the only one, seems not. That would suggest it's not our accounts, it's either Sky and/or Santander. Nothing on Downdetector or Santanders current service status though. And do you think I can find a number to ring them? Oh no, just log in and ask "Sandi" the virtual system 🙄

Re: Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 18:34:13 GMT

I've found a Santander number to ring today , my banking app told me to ring them as they could see I was having difficulties.
but have just tried to put it in this chat but I've been blocked from doing so .

Re: Not receiving OTP code from santander

TP6661 — Wed, 01 Apr 2026 18:59:41 GMT

I am having the same problem. It seems to of happened after I done an apple update on my iPhone last night as the OTP's stopped coming through today. Tried at least 15 times.
Rang Santander and all okay there. Rang sky and they are looking into it for me and said try again tomorrow evening to get the codes from Santander.
other than that I'm at a loss

Re: Not receiving OTP code from santander

Red27 — Wed, 01 Apr 2026 19:20:06 GMT

I'm on Android, I don't let my phone auto update anything. Just checked, nothing outstanding for the SMS app. Kind of points back to Sky and/or Santander, not our phones doesn't it.

Re: Not receiving OTP code from santander

SLB42 — Wed, 01 Apr 2026 19:29:34 GMT

I've just come off the phone from sky , he said there's no issue at their end because he sent me an OTP and it came through . Can't seem to make him understand it's just Santander / sky that seems to be the issue . Basically told me that's all he could do !

Re: Not receiving OTP code from santander

Labrown93 — Wed, 01 Apr 2026 19:31:23 GMT

I'm in the same boat nothings changed with my situation had no issues until this morning, spoke to Santander this morning and they said it's only been people on sky network having the issue

Re: Not receiving OTP code from santander

Red27 — Wed, 01 Apr 2026 19:34:13 GMT

I tried another login that uses OTPs earlier, when I had the problem. That was fine. So same with me, just the Sky/Santander combo. Thanks for updating us on your Sky contact though. I'll probably wake up tomorrow and find my phone has been bombarded with Santander OTPs overnight 😂