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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 

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ATTHelp

Community Support

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140.2K Messages

a month 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

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Contributor

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3 Messages

a month 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. 

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