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Unable to receive OTP

Pavani
I'm a Participant Level 3
I'm a Participant Level 3

Hello Team,

I have been having issues in receiving OTP from my international bank. I had infact been receiving them until April 22nd and it stopped all of a sudden post that.  I had called the customer service thrice and each time the call was closed without any solution and no one reached out to me to offer an explanation as well.  The call that i had yesterday was the most absurd one,  the  technician with whom i was talking to ,put me on hold for a long time trying to get a manager online and call was cut abruptly without any callbacks . 

I had given exact timelines of when the OTP was tried and still everytime I get a standard answer that some internal message delivery tool which is used to check if message is delivered or not, is down . 

I have had lengthy calls with my bank as well and they gave me the exact times when the OTP was delivered without me mentioning it to them . And the most wierd part is , my husband and I have the same bank, and he is able to receive the OTP on his koodo number succesfully , while I am not able to get from fido. 

Can you please resolve this issue asap. 

11 REPLIES 11

Pavani
I'm a Participant Level 3
I'm a Participant Level 3

Hello,

The bank in question is Citibank India. No it does not come as a short code (although short code of citibank is in approved list). Like I mentioned above, I have been getting the one time password until April  ,the Last one being on April 21st (4:15-4:17 PM PST) . After this date &timestamp I stopped receiving. 

FidoPhilippe
Moderator
Moderator

Hey @Pavani! Welcome to the community.

I'll be happy to see what I can do to help. I'll need some more information though:

  1. Does the OTP your bank sends you use a short code?
  2. If they do, can it be found on the list found here?
  3. What the name of the international bank in question?

Short codes that are not on this list will simply mean that they are not approved in Canada. If that is the case, you can contact their bank for another authentication method.



Pavani
I'm a Participant Level 3
I'm a Participant Level 3

hello, is there any update on this ?

Thanks for that @Pavani!

Can you confirm the number the message is being sent from please?

Do you have any similar problems with any other orginisation (I assume you can send and receive international texts without issue)?

Also, can you provide the make and OS version of the phone you're using?

Thanks!



Pavani
I'm a Participant Level 3
I'm a Participant Level 3

Hello,

the numbers change each time , but in the past it usually used to come from +1 313 *** **** or +1 317 *** **** .  I have an Iphone 13 pro max with a software version of 15.5.

Hello Pavani,

Thank you for the additional information. While those numbers might appear to be phone numbers in a phone, is it possible there are not? From what you note, the bank in question is Citibank in India. However, the +1 designation would be for North America. Also, the 313 and 317 area codes would appear to be from Detroit, MI and Indianapolis, IN, respectively. On the other hand, phones occasionally might mistakenly misalign the numbers. For example, a code with a similar number of digits might show in an actual phone number format.

While it is possible Citibank India forwards OTP through Citibank in the United States, their SMS banking serivce seems to use a number from India (ie +91)(see here). If you do not wish to include the full numbers publically, you might consider contacting customer service to provide the full number. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above. They might be better able to trace the OTP messages given the full number.

Hope this helps 😀

Cheers


Pavani
I'm a Participant Level 3
I'm a Participant Level 3

Thanks for the response, All Citibank India recipients who have configured a Canada or US number in their account to receive OTP's would receive it from a US number. I have contacted the cusotmer service multiple times and each time they hung up on me abruptly without a call back and the case was closed without a proper reasoning. I tried receiving an OTP while in the call with the customer service  and even asked them to track live to see if they see any hits. I am surprised each time i call , the internal SMS tracking portal of Fido is always down and they are not able to track a message. The last numbers 7 digits always change and that is why i have hidden it . I do not know from which exact number i would recieve an OTP ,except for the first 3 digits. 

Yes the SMS banking numbers for is 52484 or +91 9880752484   and as mentioned in the site , when we do the following

OTP <last4digitsofcard> to +91 9880752484 or 52484,  OTP is sent from an US number, which is blocked or filtered somewhere by the Carrier. In the last one year never faced any issues until April (Last one being on April 21st (4:15-4:17 PM PST))

Hello again,

Thank you again for the additional information. I understand you have contacted customer service many times. However, it might still be useful to provide them with the full phone number. It's possible those particular phone numbers were mistakenly flagged as being SPAM and blocked by the network. It's also possible those numbers were being spoofed at some point to send SPAM and blocked for that reason.

I understand your situation might be frustrating having to contact customer service. However, they only way they might be able to offer a solution is to provide them with as much information as possible.

Hope this helps 😀

Cheers


The short code the OTP is being delivered from should be the same each time. 

Do you see the short code in this list: https://www.txt.ca/en/current-short-code-programs/



Pavani
I'm a Participant Level 3
I'm a Participant Level 3

As explained above, OTP does not come from a short code, it comes from a regular 10 digit US number. For safety none of the banks use the same number to deliver OTP's ,which is a standard practice. 

Hello again,

 


@Pavani wrote:

... For safety none of the banks use the same number to deliver OTP's ,which is a standard practice. 


  I'm not sure that statement is entirely true. All of my OTPs from local banks, credit cards, or PayPal, or Amazon, or eBay, etc are sent from their same respective short-codes. Granted, it may be a different situation with regards to OTPs from phone numbers, but they would still have designated numbers to send from.

Hope this helps 😀

Cheers