topic Re: Not Receiving Santander OTPs in Network

Not Receiving Santander OTPs

JaiSkorpio — Fri, 01 Sep 2023 07:58:50 GMT

Ever since I changed over to the Three network, I've not been able to receive One Time Passcodes (OTPs) from my bank (Santander). I've contacted the bank who have verified my phone number, and that the messages are being sent, I've contacted Three who have verified that I am able to receive SMS messages and tested the service on my device. They also raised my Spend Cap in case that was causing an issue (the OTP messages are free). I've since been back to the bank who have again verified that everything is right at their end. So now I'm back here.

I've now missed a payment on my mortgage because I cannot transfer money out of my account, as I cannot verify the OTP on my phone, and everybody keeps batting me backwards and forwards. Is it worth contacting the ombudsman to have this taken seriously? I really don't know what to do now because nobody is taking responsibility. I am able to receive SMS from everybody else, good signal, I've restarted the device many, many times. Is there some sort of technical "fix" for this issue? I can't be the only one...

Re: Not Receiving Santander OTPs

Geluk — Fri, 01 Sep 2023 09:24:53 GMT

if you bother to use SEARCH on this forum, you'll see you aren't😉

Re: Not Receiving Santander OTPs

JaiSkorpio — Fri, 01 Sep 2023 10:38:57 GMT

Thanks for pointing that out - I did use the SEARCH function. The only result that comes up is mine...
Do you have any helpful information?

Re: Not Receiving Santander OTPs

JaiSkorpio — Fri, 01 Sep 2023 12:25:53 GMT

I have been on the phone to Santander again, who have once again confirmed the number they hold is correct, and have verified that OTPs are being sent out, and they "expect the network provider to deliver them" and there's nothing more they can do... There must be something wrong with the Three network preventing me from receiving the messages...

Re: Not Receiving Santander OTPs

sc1999 — Fri, 01 Sep 2023 13:39:29 GMT

There are a number of posts mentioning other, the problem is thar people never, well rarely, come back and accept a solution which makes it harder for others.

I cannot help and I am not prepared to read through the posts to see if anyone found a solution.

I would suggest a pm to a moderator as they are you best chance of a solution.

Re: Not Receiving Santander OTPs

JaiSkorpio — Fri, 01 Sep 2023 13:51:30 GMT

Again, I cannot find any other questions that mention Santander, or even bank OTPs. I can only find results about Three's OTPs which I am receiving.

I would be interested to see if anyone else in the community has had this problem before, and what action was taken. As far as I can see, I am the only one still.

Re: Not Receiving Santander OTPs

sc1999 — Fri, 01 Sep 2023 16:30:48 GMT

Just trying to help. FYI I get otp's from santander.

Re: Not Receiving Santander OTPs

JohnD — Mon, 04 Sep 2023 07:46:05 GMT

Hey @JaiSkorpio

That's really frustrating to hear. I'll send you a PM to get you in touch with some colleagues that can help. We'll need to get some info from you and get this escalated.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John

Re: Not Receiving Santander OTPs

Sarkhell — Wed, 06 Sep 2023 19:43:43 GMT

I have the same issue I can’t receive my OPT not any text message, but I can send texts from my three number

Re: Not Receiving Santander OTPs

Dtliddle — Wed, 06 Sep 2023 21:46:31 GMT

Could this be a split port issue? Do you know what provider Santander use to send their SMS messages? Perhaps they use the provider you ported from and the port wasn't fully completed?

Re: Not Receiving Santander OTPs

QueenV83 — Mon, 11 Sep 2023 08:54:13 GMT

Have you had a solution to this? I am in exactly the same position and no one is helping!!

Re: Not Receiving Santander OTPs

QueenV83 — Mon, 11 Sep 2023 08:58:57 GMT

Have you had any luck sorting this. I am in exactly the same position and really need it fixed

Re: Not Receiving Santander OTPs

Dtliddle — Tue, 26 Sep 2023 13:59:13 GMT

@QueenV83 did you port in from another network?

Re: Not Receiving Santander OTPs

ketchup701 — Fri, 10 Nov 2023 10:11:30 GMT

To any moderators reading this:

I demand immediate attention resolving this issue, as I cannot access personal accounts.

Your support acknowledged the issue but closed the case without any timelines for a fix.

Re: Not Receiving Santander OTPs

Elvis1977 — Thu, 30 Nov 2023 19:23:58 GMT

we have the same issue, New iphone 15, and the Bank confirms OPT sent.. no help from 3 so far..

Re: Not Receiving Santander OTPs

Ron16 — Sun, 03 Dec 2023 20:32:29 GMT

Same here new iphone 14, number transferred but not receiving Santander OTP’s for payments. need help please

Re: Not Receiving Santander OTPs

Film_addict — Thu, 14 Dec 2023 14:52:36 GMT

I'm having tge same issue since porting from o2. Three keep saying no problem their end but obviously there is! Can three please get thus sorted?

Re: Not Receiving Santander OTPs

JamesQkxyz — Fri, 22 Dec 2023 13:25:21 GMT

I am in exactly the same situation. It is very stressful not knowing if credit card payment checks via OTP will occur, and sometimes not being able to access bank accounts for days at a time.

Re: Not Receiving Santander OTPs

CW20 — Fri, 05 Apr 2024 10:17:19 GMT

I’m having the same problem. Has anyone had success in sorting this out? Three won’t take any responsibility but everything worked fine before I moved to three…

Re: Not Receiving Santander OTPs

JonathanB — Fri, 19 Apr 2024 14:47:17 GMT

Hi @CW20,

Generally most customers have posted about this issue once, and haven't tended to give further feedback afterwards about if they've managed to solve this with our customer service or technical teams. I'm keen to get this sorted though.

Are you specifically having issues with OTPs from Santander, as per the original post, or are you aware of missing messages from anywhere else?

Did you port a number over from another provider, if so which network was this from?

What model of phone are you using?

Thanks,
Jonathan