No longer receiving Bank OTPs issue

YBR

Good evening, 
My mother's not too tech savvy and has given me this to fix for her: she used to get OTP texts from her online banking but they've stopped arriving.  Other texts, such as from my phone arrive fine. 
I've tried the things that come up in an internet search - apps are up to date, cashe for the messaging app cleared, the number's not blocked in settings, and there's very few saved messages. Rebooted the phone ...

Are there any other suggestions?

Mark_d

iphone, Android, or something else?

Vitor

Check the bank has the correct phone # and her account is configured to use OTP and not biometrics on the banking app.
Use the opportunity to have a wee word on setting up the arrangements for financial power of attorney before it becomes problematic. 

YBR

sorry, moto android, and santander

YBR

Vitor said:

Check the bank has the correct phone # and her account is configured to use OTP and not biometrics on the banking app.

the last digits match, it worked previously and she hasn't (concioussly) changed anything on the account.

If I can't find a technical / phone fix she'll have to phone/visit the bank and check.

Mark_d

Is she using the default text messaging app or has she set the phone to use something else (I use Truecaller)?  If the latter, then it might be worth setting the phone to use the default app.

Vitor

YBR said:

Vitor said:

Check the bank has the correct phone # and her account is configured to use OTP and not biometrics on the banking app.

the last digits match, it worked previously and she hasn't (concioussly) changed anything on the account.

If I can't find a technical / phone fix she'll have to phone/visit the bank and check.

It'll likely take a visit to fix, that was my experience when my father 'hadn't touched anything' but his computer stopped working. 

YBR

Vitor said:

YBR said:

Vitor said:

Check the bank has the correct phone # and her account is configured to use OTP and not biometrics on the banking app.

the last digits match, it worked previously and she hasn't (concioussly) changed anything on the account.

If I can't find a technical / phone fix she'll have to phone/visit the bank and check.

It'll likely take a visit to fix, that was my experience when my father 'hadn't touched anything' but his computer stopped working. 

I am visiting but have to go back tomorrow (not a trivial journey so can't come back later). this is one of several on the list of things to help with. I was hoping it would be trivial but it seems not.

I'm not a Tech genious, and my brother, who is, lives in another country and wouldn't "help" in a helpful way anyhow!

35har1old

Vitor said:

Check the bank has the correct phone # and her account is configured to use OTP and not biometrics on the banking app.
Use the opportunity to have a wee word on setting up the arrangements for financial power of attorney before it becomes problematic. 

Santander does not send OTP when using the app they only require a security code.
If you login via a laptop you are occasionally sent a OTP after a system update.
If you have the App and you setup a new payee on a laptop you are instructed to go to the app to approve so no OTP

YBR

it's not App, online banking.

Cornucopia

You're probably going to have to walk through the log in process.   Santander wants/prefers/is moving to authorising Online banking log-ins via the App.