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New Member

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1 Message

Tue, Jan 4, 2022 12:06 AM

Not receiving verification codes

I have an iPhone 12 and my partner has an iPhone 13.  We are on a family plan together and we both recently stopped being able to receive verification codes.  This happened after we switched out to new SIM cards, due to a service interruption.  The new SIM cards fixed the service issue and we are able to receive all other texts & calls, but no codes, which are necessary for any 2-step verifications for things like bank accounts and logging into AT&T.  

3 trips to a store and 6 calls to customer service have not been able to resolve the issue.  Anyone have any ideas?  

ATTHelp

Community Support

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195.5K Messages

7分前

Hi saramiller212 , let's take a closer look into why you're not receiving verification codes on your phone. 

 

Check to make sure that your device has the latest software update to ensure you have the latest features and device protection options.

 

Also, you may need to reset your network settings. This solves the majority of the issues around not getting verification codes. 

 

If you have the Call Protect app this may be turned on and restricting phone calls and SMS messages to be blocked.

 

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

 

 

OttoPylot

ACE - Expert

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18.5K Messages

7分前

@saramiller212 Try Reset Network Settings (you will lose your passwords so keep them handy to re-enter), complete shutdown of your phone, or do a simple power cycle. You've already installed a new SIM which is another "fix". That's about all that Support will have you do other than possibly Resetting your phone back to factory after backing it up. Do make sure you have the latest iOS installed. If not, install it and if 2FA doesn't come back, Reset Network Settings.

You may have to file a complaint with the BBB because the issue is probably with the configuration settings on your account. The complaint will go to Corporate and someone from the Office of the President will contact you usually within 24 hours of receiving the complaint. The fix is on the backend and is usually above what normal Support can do or is trained to do properly.

New Member

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4 Messages

6分前

I was told by a level 2 tech at ATT that the verification code problem is a "known problem" and "teams are working on it".  I was told it should be fixed by Feb. 28.

OttoPylot

ACE - Expert

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18.5K Messages

6分前

@fpierre70 If not, file a complaint with the BBB. Those will go straight to Corporate and someone from the Office of the President will contact you. This happened to us back in October when we changed our plan from the 30GB Rollover to an Unlimited Standard. There were configuration settings on the backend that got corrupted and it took a Senior Manager from the Office of the President, and one of his team, two days to find and correct the corrupted settings. The fix is something, at least at that point in time, that front line CS agents couldn't correct because it took more training/skills/permissions than they have. The idea was to isolate the problem and if it was a common corruption, send out a "how to" system-wide. My feeling is that this, and similar problems are related to the 3G shutdown and the mess created by moving servers, accounts,  re-configuring towers, etc etc etc.

New Member

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4 Messages

6分前

Thanks for the info.   We'll see what happens.  The 2nd level tech support agent was very clear that this was a "known issue" and they were working on it.   I suggested that this fact should be widely dispersed.  Obviously it hasn't.  (BTW I know it's not my phone- I have no problem getting codes from all other sources.

New Member

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2 Messages

4分前

People post this question over and over and over and every single AT&T rep writes the same response. It’s your phone.

No it’s not. It’s AT&T network blocking these texts. Customer service is horrible.

New Member

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3 Messages

4分前

I will switch back to Verizon before I reset my phone for a fix that is clearly a problem with AT&T (as evident by the hundreds who have the same issue).

Why waste users time with these fixes when you know the root cause is internal?

New Member

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1 Message

3分前

Did anyone figure out how to fix the issue of not receiving verification codes. I’ve talked to four people. They reset my network. I’ve restarted my phone. Reset all my setting. I switched to my old phone. I just randomly stopped receiving all short messages this week. No one has been able to help me, and I’m on bedrest so I can’t go to the store. It’s ridiculous. It’s a AT&T problem. Maybe it’s time to switch. They aren’t any help. 

OttoPylot

ACE - Expert

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18.5K Messages

3分前

@Britneyalise  File a complaint with the BBB. Those go straight to Corporate and someone from the Office of the President will contact you in about 2 days. We had this issue last October when we upgraded our account and it took a Senior Manager, and one of his team, 2 days to find and fix a corrupted file on our account. All has been fine since.

JeffL1

New Member

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50 Messages

1分前

I've wasted hours on this.  I can't get into myatt.  I've been through Chat and transferred to 6 agents.  They made me change my password 3 times.  It won't let me in without a verification code that I never receive.  The last number they transferred me to was for activating my already activated phone. 

New Member

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1 Message

1分前

I am yet another AT&T user who is now experiencing the same problem.  I have had my iPhone 8 for years. The IOS is up to date. The network settings were reset. The phone was restarted.  Possible troublesome apps were checked. Nothing.  I can't arrange a wire transfer I need to make because I cannot receive an activation code! AT&T are you listening?  My husband has suggested a move to Verizon for years. I guess that is what I am going to have to do next.

New Member

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1 Message

1分前

Has anyone been able to fix this? I bought a brand new phone from Att. Within the first six months it crapped out, and since it was under warranty, they still sent me a new one. Verification codes worked just fine on the old one. They sent me the same exact phone, and now I can't even get into my bank accounts on my phone because I can't receive codes. Att has been the worst experience I have ever had in 30 years. Managers are never at the store, yet the employees can't do anything without them or "their access". Customer service speaks such broken English nothing can ever get done over the phone. I hate to be that person, but I'm seriously on the brink of contacting the BBB. I'm beginning to feel as if Att is just one big scam. Not to mention the first phone they sold me had to be returned because apparently its operating system just wasn't able to handle basic banking apps. THEN WHY ARE YOU SELLING IT!? Why are you selling an inoperable phone? And yes, they charged me a restocking fee. 

New Member

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1 Message

1分前

My wife and I switched from Verizon to AT&T about a month ago, and we have had problems getting verification codes since. It worked fine on Verizon. Currently I can receive most of them. I was having problems getting them from Walmart, but as of yesterday I started to get them. I cannot get them from Facebook or Instagram no matter what I do. My phone number is correct, and they both say they've sent the code but I never receive them. If I try to make a new Facebook account with my number, fb says it's an invalid unreachable number. When I look up my phone number on the web, it says it's a Verizon number.

I have been on the phone, and live chat with AT&T for several hours over the last month, and around 3 hours yesterday, trying to get this resolved. They all tell me the settings on my account are correct, tried resetting my network settings and everything. I've tried texting HELP to 32665 (Facebook), to reset my carrier. Nothing works. If I had known what a hassle this was going to be, I would have just stayed with Verizon, at least my phone worked with them.

JeffL1

New Member

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50 Messages

1分前

The CEO's email is john.stankey@att.com Maybe if he gets enough complaints, he'll do something.

New Member

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3 Messages

1分前

Probably the most inept company I've ever seen.  Going back to Verizon like everyone else I know.  This is only one of many problems I've found with the company - all leading back to not caring the least about their customers after they've won the sale

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