OTP SMS not being received from Santander

Forums › Spark New Zealand (including Skinny and BigPipe) › OTP SMS not being received from Santander

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kiwipeter

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#3193855 11-Feb-2024 14:27

Problem hasn’t been resolved (for me at least). Please do call Santander and ask them to raise as a fault. Hopefully the more of us that do that the more they may listen.

montjeu

6 posts

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#3193856 11-Feb-2024 14:31

I will do so tomorrow and update if there's any fix offered.

nztim

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TEAMnetwork

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#3193973 11-Feb-2024 16:36

So been ported from onenz to 2degrees same issue as @kiwipeter try with a number still on the home network aka not ported

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

montjeu

6 posts

Wannabe Geek

#3194198 12-Feb-2024 09:51

Thanks nztim.

I had actually forgotten that previously I was indeed a Vodafone customer and probably did carry my number over. I'll get a new sim and contact the bank to update my OTP passcode number and see if that resolves it.

Much appreciated.

nztim

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TEAMnetwork

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#3194226 12-Feb-2024 10:36

montjeu:

Thanks nztim.

I had actually forgotten that previously I was indeed a Vodafone customer and probably did carry my number over. I'll get a new sim and contact the bank to update my OTP passcode number and see if that resolves it.

Much appreciated.

Just get a cheap prepay SIM and try it, my guess is that international SMS providers are not honoring porting.

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

kiwipeter

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#3194236 12-Feb-2024 11:02

But all other overseas OTP’s are working and nothing has changed with my number for years. It’s only been the last few months that Santander has stopped working. It’s their issue.

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nztim

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#3194237 12-Feb-2024 11:06

kiwipeter: But all other overseas OTP’s are working and nothing has changed with my number for years. It’s only been the last few months that Santander has stopped working. It’s their issue.

They may have changed SMS gateways, for a $5 prepay SIM its worth a try?

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

kiwipeter

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#3194241 12-Feb-2024 11:13

Yes but what use is that practically?

andyb

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Spark NZ

#3194383 12-Feb-2024 16:29

Looks like its a frequent occurrence if you google "Santander sms not working" - this post talks about "bill payment indicator" on your account being turned off, and according to the poster calling tat and getting them to enable that sorted their issue....

Not sure how true it is...

https://forum.vodafone.co.uk/t5/Pay-monthly/Not-receiving-Santander-one-time-passcode-OTP-messages/m-p/2743557

andyb

ShannonD

4 posts

Wannabe Geek

#3195551 15-Feb-2024 11:07

SANTANDER COMPLAINTS TEAM EMAIL ADDRESS AND CONTACT NUMBER

I raised a complaint with Santander regarding this issue and received a phone call from a member of their complaints team. She advised me that OTP's to non UK mobile numbers are not guaranteed! She said that they could send the OTP's to my email address but don't encourage it as it's not as secure as a text. I told her that if that resolves the issue then please set it up so I get the OTP by email, which she said she had done.

Next time I tried to login I entered my login details and got straight in - bypassing the OTP. I was able to login several times without the OTP.

Today I tried logging in again and once again it is trying to send the OTP to my mobile and I'm not receiving it! I have no idea what happened to them being sent by email.

I have an email address and contact number for Santander's complaints team. Let's all be the squeaky wheel and get this issue resolved.

The email address is yourenquiry@santander.co.uk

The phone number I have (which I call from my UK Skype account) is 0800 015 6383 Monday to Friday 8am to 6pm UK time. So 9pm to 7am NZ time.

I will be calling them again about this issue and and will ask them for a geographical number to call from abroad, which I will post on here.

kiwipeter

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#3195968 15-Feb-2024 17:20

Well I’ve no idea why or what happened but I just tried logging into the Santander Pilot app and lo and behold an OTP came through! Maybe someone, somewhere has fixed it!

Hopefully this issue is now resolved for all.

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montjeu

6 posts

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#3196739 17-Feb-2024 10:46

Bizarrely, the same has happened to me. I just randomly tried it and the otps started coming through again. I had been on the phone to them about something else, so for those of you who can't get through on 0800 numbers, the number us 0044 1908216674.
I think, although I'm not sure, 2 Degrees did something. I had called them and complained and they seemed unable to help. A couple of days later I received a text telling me the engineers wanted to know the Santander number the otps were coming from. I didn't get round to doing this, but it seems they may have done something anyway. It's a guess though.
I'm wary of believing the situation is resolved, but I suggest for all that you get the app. You don't need a otp to log in at least, which sometimes happens online. You can't do international transfers but at least you can access your accounts.
Thanks to all those who have helped.

ShannonD

4 posts

Wannabe Geek

#3197663 19-Feb-2024 20:31

Don't Hold Your Breath Folks.... 🥴

I emailed Santander on Thursday to tell them I had tried to login and once again it wanted an OTP but I am not getting the texts, neither am I getting an email. I received no reply but when I tried to login earlier this evening I was able to get straight in bypassing the OTP. I have just tried to login again and it's now wanting an OTP again but I'm not getting the texts or emails! I'll be calling them later tonight.

ShannonD

4 posts

Wannabe Geek

#3201819 29-Feb-2024 22:05

@kiwipeter and @nztim how are you guys doing with the OTP's....? I am STILL not getting them. Last time I spoke to Santander they tried to set it up so I would receive them by email but I wasn't receiving the emails and the website showed it was still trying to send the OTP's to my mobile number. I then receive an email from them telling me I have a secure message but I need to login online to view it! How can I do that when I'm not getting the OTP's! I'm at my wits end!

mattyboy2

84 posts

Master Geek

#3283807 19-Sep-2024 09:26

My wife and I both have Santander UK accounts setup with NZ mobile phone numbers. Our NZ phone numbers are both with Skinny, no number porting ever.

When using the new Santander mobile app for the first time, I received an OTP fine to my NZ number, no issues.

However, my wife never received any OTP. We've been trying off and on for weeks.

We called Santander UK last night and the operator in Birmingham put us on hold while she asked around / read documentation, and then she said she'd changed a setting on wife's account and boom - OTPs started coming through to the wife's NZ number. Problem solved.

(Before this was fixed, as a workaround, I bought a UK Giffgaff e-sim online and put £10 credit on it (from NZ) and set that up on the wife's iPhone 15, with the intention to change her Santander OTP number to the Giffgaff UK number. We called Santander to do that - but didn't need to, because as above, the operator fixed OTP to her NZ number).

Matt

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