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HarpyEagle's profile

Contributor

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3 Messages

Mon, Oct 26, 2020 2:40 AM

Not receiving verification codes

Through the iPhone upgrade program I received my iPhone and transferred service and had many issues which all seem resolved EXCEPT I can not receive verification codes. I can get regular texts and iMessages but even when ATT try’s to send me a message I do not receive it. After more than a half a dozen calls, rebooting, resets and everything I’m told the engineering team will have to investigate. I’m  reached my limit and can not verify accounts, log in to finalize insurance plans all because I can not receive verification codes or 2FA. Anyone have a similar issue as come Monday afternoon I’m pulling the plug and will be forced to move to another service. This is unbelievable no one seems to know what to do. Thanks in advance 

Accepted Solution

Official Solution

ATTTimCS

Employee

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349 Messages

4 months ago

Hello Community,

We wanted to take some time to provide a resolution to this issue, as we've seen many comments on multiple threads asking about not receiving short codes or verification codes from specific companies.  Note:  Customers tend to have this issue more often after a Port In, Number Change or Device Manufacturer Change (iOS to Android or Vice Versa).

There are 3 primary reasons you may not be receiving verification codes, and we'll be providing steps to resolve each of them below.

  • A customer has inadvertently opted out of receiving the codes (most common) - To resolve this issue, simply send the word "Help" to the code you are wanting to receive from.  You should receive a message back advising how to opt back in.
    • If you do not receive any response back, you may have blocked this number within your device.  You'll want to go to your blocked numbers list and remove it (on iPhone Go to Settings > Messages > Blocked.)
  • Short Code Provider Issue (less common) - At times, the company sending the short codes can experience delays/outages when sending codes to customers.  I have experience this myself with a credit card company.  If you aren't getting codes after doing step 1 above, we recommend contacting the company sending the code to ensure there are no issues on their end.
  • AT&T Short Code Network Issue (Rare) - If you are still having issues receiving these codes, and have tried all other steps, you can escalate your issue to us via customer care (or asking a question in the forums).  There may be a back end issue causing you to not receive these codes, but it is very uncommon.  We can file a ticket at this point to determine if it's an issue on our end.

Overall, most issues with Short Code problems can be resolved by texting "Help" to the short code to re-setup your ability to receive these codes.  The second most common is customers accidentally blocking the code via their device.

As others have mentioned, this shouldn't be a SIM card or defective device issue.  If it is an issue on our end, it would be tied to your network profile information, not the SIM card.

Thanks

Tim, AT&T Community Specialist

(edited)

ATTHelp

Community Support

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204.1K Messages

2 years ago

Let's look into that for you, @HarpyEagle!

 

Your device's inability to receive that PIN or any short code may be the result of blocking on your device. We recommend that you review your device settings to remove the restriction.

 

There are a few places where you can block a phone number or contact with IOS devices.

  • Phone: Go to Settings > Phone > Call Blocking & Identification.
  • FaceTime: Go to Settings > FaceTime > Blocked.
  • Messages: Go to Settings > Messages > Blocked.

You may be required to perform all these steps, and afterwards, restart your device. Hopefully, this will permit your device to start receiving short codes.

 

Let us know how this worked for you.

 

Lar, AT&T Community Specialist

Contributor

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3 Messages

2 years ago

I highly recommend anyone on this thread head on over to Reddit’s thread ATT. What you will find after I spent countless hours with AT&T on the phone and no one had answers. After reaching out to Apple and screen sharing they verified my phone was set up correctly. Due to the severity of the security issue they escalated to the senior tech advisor and ultimately to their engineering team and wait it out for 24 hours. Today I heard back from Apple and they verified it was a carrier side issue. Previously when I investigated due to customer service was horrible at AT&T I found a Reddit thread mentioned above and they stated customer service via phone was a waste and it was the SIM card. I went in today and the unpleasant staff member at AT&T wanted to argue that my old phone was receiving the verification codes via WiFi. Any one with basic knowledge knows the 2FA is tied to a phone number to increase security, but I digress. After explaining I read a post on Reddit from an AT&T employee who stated the only way to fix the issue was to replace the SIM card. After much debate they were switched out and like a miracle it was fixed. The SIM cards are defective in many new iPhones. I’ve since updated my support ticket with Apple to direct more people to the store to save the hours of frustration and reached out to &AT&THELP to advise them to update their staff so no one spends 4 days screwing around with this issue as the customer service line will get you no where. I’ve also updated the Apple community thread discussion of my unpleasant experience and encouraged them to skip customer service and to go to a store to swap out their SIM card. Flawless upgrade every year except this one. Due to so much frustration with no one knowing what to do (and a very low 5G speed) we are going to try it for a week before we switch to Verizon. As a PSA anyone that is in the upgrade program through Apple are not carrier tied and can jump ship. TL;DR calling customer service is a waste both in this discussion board and via phone. It took Friday to Monday afternoon to get resolved and had a very well versed AT&T employee not post a thread on Reddit I would still be nowhere. As a result, I hope I’ve help facilitate Apple in sending customers to get their SIM card replaced and unfortunately have to go to the AT&T store during a pandemic since the SIM cards are defective. Glad I could assist as the resolution offered here shows there is no understanding of SMS and how it works. 

New Member

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1 Message

2 years ago

Same problem but only Amazon’s verification texts I am not receiving. Is weird because this is only a new thing as of this week. My phone is fine and I receive sign in verification codes from everyone else. Figured was Amazon but unable to reach them.

New Member

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1 Message

2 years ago

I have the same issue and went through numerous calls with the same result, nothing worked. Then told a technician would call me back never did. Then I followed up and they said one would call within the day, never did. This went on for a few months. Then I got sick and I was just unable to deal with it at that time. The frustration, hours on the phone just waiting on hold for a rep, then having to explain over and over again was more stressful than I could take.  Lost several opportunities that required response from a verification I couldn't get. If anyone has found a solution, would love to know. 

New Member

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2 Messages

1 year ago

I have the exact same issue.  I received them until about a week ago.  Now none.  Replaced SIM card, still doesnt work.  Spent hours with Apple and ATT support, nothing.  No idea what to do now.

New Member

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2 Messages

1 year ago

Same here.  Replaced SIM card, did not work.  Hours on phone with ATT and Apple.  no solution.  Now what?

New Member

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1 Message

1 year ago

I also have the same problem. Wasted so much time contacting ATT, including going to the store twice, taking over the phone/chat several times for hours and looking all over the internet and following instructions.... nothing worked so far. Such a terrible problem to have with no help from ATT or Apple.  Thinking changing both soon. To long to go without any solution.

New Member

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4 Messages

1 year ago

Same issue, and no one seems to have an idea how to resolve. Issue started when I switched from an iPhone to Android device. Frustrated, I switched back to an iPhone, but still no resolution. 

(edited)

New Member

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1 Message

1 year ago

same here, very frustrated.  I can't even open my AT&T app or website and call is not an option

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