Not receiving Santander one-time passcode (OTP) messages

[dallardyce]

I've got a frustrating problem with not receiving OTP messages from Santander, for a new account I've opened. Having spoken to both Santander and Vodafone, both are saying "everything is fine" and that it's the other party's problem, and I'm stuck in the middle.

I have spoken to Vodafone live chat a couple of times and they have run me through clearing all bars on my account (voice, data, fax, SMS etc) using #35*1919#, and have otherwise "checked my account" and have verified that everything is okay. Not exactly sure what has been checked, but Vodafone's perspective is because I receive other SMS messages absolutely fine, this can't be an issue on my account.

Santander's perspective is the number registered on my account is correct, and they can see the messages have been sent successfully, so it's not their issue.

I've removed all blocked contacts from my phone and tried the SIM in a different device. Short of literally getting a new phone number and testing with that, I'm completely stuck as to what to do now.

Grateful for any suggestions or help from the community, or indeed anyone from Vodafone who could investigate for me!

[TJ]

Hi @Odat88, thanks for getting in touch. We'll be happy to take a look into your account, just to double check that you don't have any bars applied that might be stopping these OTP from coming through.

Please contact us via Facebook at Vodafone UK, or get in touch on Twitter using the handle @VodafoneUK.

Make sure to pop your username and link to this thread in your message too, this will save you having to explain again and we can help you quicker. 

[dallardyce]

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@Odat88 wrote:

Hello, l have the same problem

Any solution? 

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Sadly not. I no longer have the Santander credit card, so no longer as much of an issue for me, but I also don't get verification messages from Nectar or one of my other credit cards. Seems odd that the problem occurs with a few different senders.

Fortunately, I can work around the issue with either codes by email or sent to a different number using my secondary SIM on a different network, but I'd love to be able to get to the bottom of the issue.

[Odat88]

Hello, I have the same problem, please any one solve it?

[Andy]

Hi @Odat88 👋 We'd love to have the opportunity to take a look over your account so we can get to the bottom of the issue. As we have no account access here could you please contact our social team by following this link and the instructions within it. Once our social team receive your message we can then get started.

[Bob83]

Hello, 

My wife had the same issue and I’ve managed to solve it for her, not saying it will help everyone but what I did was follows.

Go into the message app, click on the three dots on the top right, select “spam and blocked” and you should see the Santander OTP message. Select the message and mark as not spam. You will now receive future OTP messages. 

Hope this helps

[Blacklion]

Did anyone manage to offer a solution to this problem? I also can not receive OTP from Santander. I am using a Samsung Note 9 on a vodafone network. After many calls with Vodafone they say my line is open. Santander say their system is sending the codes but I am not receiving them. Now Santander is blaming my handset but back in August last year same phone and same service I was receiving the code just fine. I am receiving codes from other sources just fine and quickly for example Airbnb. I am also at the end of patience with no real options. Can anyone advise please??

[Bob83]

Have you tried what I posted? (See above) this worked for my wife

[Blacklion]

Hi Bob

When I open my messaging app I have option settings then

Block numbers and messages

There are no blocked messages there. There were a few blocked number which I blocked when bothered by callers and opened them again but there was no connection to this issue. 

I dont believe it is my phone. I have tried my sim card in another Samsung phone and couldn't receive a OTP from that either. 

[Bob83]

Not sure then. I haven’t got a Samsung so without looking at the handset and messing about with the settings I wouldn’t know, sorry. The only other thing I can think of is looking in the settings menu and checking things like messenger settings or network or privacy. I know other people have had to get the problem solved through Vodafone and Santander. 

[Mark]

Hey @Blacklion, it's seems strange that you received these messages in the past and are receiving them from other sources, but not Santander. We can certainly take a look into this for you and make sure nothing at our end is stopping the messages coming through. As we'll need access to your account to do this, please pop us a message through one of our social channels.