Not receiving verification/OTP texts.

[Shenjing]

Hi

I’m not receiving verification/OTP texts. I can't find a number to call and the virtual assistance can't help.

Are there steps I can take to resolve this. I've already tried airplane mode, restarting the phone, reseting network settings etc. I've even put the sim in a differen phone. I've followed all suggested advice online, nothing works.

I can send and receive normal texts, I just can't receive verification/OTP texts.

I believe my account is now blocking  short-code and A2P SMS messages on my account.

Is anyone able to assist?

Many thanks

Shenjing

[caesarome]

@Shenjing 

As a Sky Mobile customer you can call Sky for free on 150, you might need to stay silent when asked why you are calling.

[Matrix+67]

I too have the same problem and haven't been able to receive OTP's from my bank for over 6 weeks, I repeat, no access to my online bank in over 6 weeks. In that time I've had numerous calls with Sky to try and resolve this problem, speaking with several different people, but with absolutely no progress being made. In my case it looks like the OTP's are being sent to my old number which I no longer have. To get around this I logged into my account and tried to change the old number used for 2FA to my new number... Total failure... as you try to change to your new number it first wants to send the 2FA code to your old number so you are caught in a hopeless loop. The webpage does go on to explain that if you no longer have the old number you can recover your account by following this link - when you click on the link it then asked you again for a code before allowing you to proceed - YOU DONT HAVE THE CODE BECAUSE ITS BEEN SENT TO YOUR OLD NUMBER - YOU ARE AGAIN CAUGHT IN A HOPELESS LOOP SO YOU CANNOT REPLACE YOUR 2FA NUMBER. My solution to this is to leave sky mobile due to their appalling response