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!

[milestone]

I have just had the exact same problem with Santander OTP texts not coming through and think that I may have solved it after spending 1hr 18mins with multiple support people at Santander.
Everyone seems to want to blame someone else.  Do you have all the updates, are you blocking numbers, it's a Worldpay issue and so on.  Eventually I spoke with a patronising techie at Santander.  Assuming that the call was recorded, this can be verified as a matter of fact!  He too wanted to get me off the line and blame everyone else but I persisted in an assertive but not aggressive manner and this paid off.
HERE'S THE THING:
Their system has a "bill payment indicator" switch which was set to "off".  By toggling it I can now get OTPs.  Hope my hour and eighteen minutes can help someone else.

[tillyb]

HI Milestone, Did Santander tell you that it was a bill payment indicator?  Did they they remove it themselves?  Also what do you mean by toggling it?  Sorry for being dumb,     just trying to work out why I am not getting OTP;s from Santander x Many Thanks. Tilly

[Mark]

Hey @tillyb is it just Santander you're unable to receive these messages from?

[milestone]

In my case the problem was just with  Santander.  Was really surprised how hard I had to work to discover the problem which is faced by a number of others - seemingly due to an incorrect setting.  Really disappointing that Santander were unaware of this issue.

[milestone]

I pushed hard to get someone technical as opposed to customer service to review the settings on my wife's account as she was unable to receive the Santander OTP, whereas I was.  She received other SMS from other organisations fine.  The problem was just with Santander.  So the Santander techie reviewed all of the settings and toggled (switched on) the "bill payment indicator" which was previously switched off.  And hey presto she started to receive the OTP notifications.
Good luck with this.  You will need to push hard to get someone technical.