Not receiving verification codes

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

The AT&T Community Team

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

@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.

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.

@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.

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.

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.

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?

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. 

@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.