Unable to receive SMS OTP on my prepaid number

[ck2]

Hello,

I am unable to receive SMS OTP on my StarHub prepaid number for website A, and also SingPass.

For website A, I cannot receive any SMS OTP at all. I opened a ticket with them about it and they claimed that their "IT consultant has checked and there are no issues from our backend", asking me to check with the telco. When I switched to using my other phone number (from another telco), I was able to receive the SMS OTP from website A.

For SingPass, I have received SMS OTP before. However, today I tried and was unable to receive an SMS OTP. Resending a few times doesn't help.

I sent an SMS from my other phone to this prepaid number and received an SMS immediately, proving that this prepaid number + phone combination is capable of receiving SMSes, but for some reasons, it is unable to consistently receive SMS OTPs. For some websites (e.g. A), it was never able to receive an SMS OTP, for other websites, it works sporadically (e.g. SingPass).

It matters quite a lot to me (and probably many people who use digital services that require SMS OTPs), because I would like to use this number as my main (or even sole) mobile number. I will appreciate any help in getting this issue resolved.

Thank you.

[Lyn L]

Hi ck2, please provide us the name of website, registered name and prepaid mobile number so that we may arrange for assistance.

[ck2]

Hi Lyn,

Thank you for your reply.

For the record, my StarHub prepaid mobile could receive SMS OTP from SingPass again. A few hours after I posted this thread, I received a burst of SMS OTPs from SingPass. At night, I could get SMS OTP from SingPass immediately when I attempt to perform login.

There are also other websites for which I cannot receive an SMS OTP on my StarHub prepaid mobile number, but at the moment it's not a priority.

> Hi ck2, please provide us the name of website,

Hello, the website is https://minmed.sg/ When I received an SMS OTP from Minmed on my other telco number, the sender appears as "Minmed".

> registered name and prepaid mobile number so that we may arrange for assistance.

To clarify, should I send you my name and prepaid mobile number to you via PM?

[debbiefa]

If you require further assistance, do PM us the details here https://bit.ly/2S5w5qq   

[drg211]

Hi Debbie,

I'm having issues with my prepaid no 9814xxxx. I just topped up $10 a short while ago and the transaction was successful. However I'm unable to receive the OTP. I reset the handphone and the Sim card doesn't seem to be activated.

Can you assist pls?

gary

[Amy_Law]

Hi drg211

Thanks for contacting us. As this requires us to refer to your account details, we are unable to assist you here on StarHub Community. Please direct your query over to Facebook messenger (http://m.me/starhub) or Twitter Direct Message (https://twitter.com/StarHubCares) so that we can log a case for you and respond to you there. Thank you!