International bank double authentication SMS and calls not received

[BastienB]

I have an account in a european bank. They use to send me SMS for double athentication, which was working fine until it just didn't (like last year maybe). Then they changed it to receiving automatic calls instead of SMS, which was then working fine, until recently (april was the last time it worked).

Now they are running out of options....

The phone number that emits the automatic call is a regular phone number, not a short code, and it does not go through.

They say that on their side everything seems fine, the call is sent, just I never receive it.

Fido support says nothing is blocked on their side, but it must be somewhere, right????

This is so frustrating.

[BastienB]

Hello and thank you for your reply.
My banks only offers those 2 ways (SMS and phone call) for 2FA.

How can I tell Fido to add those phone numbers to their white list? Other operators (koodo, virgin, telus) don't have this issue (I have friends having he same bank and those operations and they have no issue).

[FidoPhilippe]

Hey @BastienB! I hope you're doing well. 🙂

We don't have any means to whitelist 2FA's. The company in question would have to register through the site above to get access. That's pretty much the only way to go about it.

[FidoSaad]

Hey there @BastienB 

Sorry to hear you're having trouble getting your banking 2FA.

It's important to note that if your bank wants to send you a one-time password (OTP) by SMS, that should usually be done using a short code. You can find the list of available short codes in Canada on this website for more info. If your bank is not listed on that page, they don't have a valid short code to use for their customers based in Canada.

Unfortunately, in the case of incoming phone calls, their number might be filtered on the network for security reasons. That would explain why this option might have been working before but not anymore.

That being said, your bank should be able to offer other alternatives to access your account. Receiving an OTP through a phone call usually isn't the only option available.

Have you had the chance to get in touch with them to discuss your options?