Premium SMS - Unable to receive verification codes.

[Azm]

I switched phones and I had to setup all my apps again. I to my surprise I am not getting any verification codes anymore. Rogers blocks them with no work around. I spoke to an agent and all I got is ya they're blocked and the block can't be removed. Here I am with a super performant phone in my hand that I can't even setup.
Any suggestions are appreciated. Uber, WhatsApp, Google, Facebook etc. I have an s8 plus now although it is not phone related.

***Edited Labels***

[RogersCilio]

Hey @Azm,

Welcome to the Rogers Community Forum!

That's a strange one. I'm definitely not aware of any such issue. By any chance, do you recall making any recent changes to your account, such as having premium messages blocked?

Has anyone else in the community experience a similar situation since upgrading?

Look forward to your reply!

RogersCilio

[Azm]

No i haven't changed anything. I chatted online with a tech and they said it's blocked because they look too much like scam. Apparently it's a new 'feature' and if I want they will let me know when they come up with a workaround.
I looked in the premium messages on my phone but there are no options, it just says no messages. I am at a loss.
I know T mobile does this too but people can call in and have it unblocked. This is crazy almost everything has two step verification and one is sending a verification code every single time. Oh Rogers...didn't think this one through or I am just unlucky.
Anyone else encountered this?

[Freir]

Hello,

I am experiencing the same issue. I am not receiving any Uber confirmation code sms.

[RogersTony]

Hello @Azm & @Freir

Welcome To the Rogers Community Forums! 

We definitely want to ensure that you are able to get the full functionality out of your device by being able to use apps like Whatsapp, Facebook, Google & Uber.

Verification SMS’s are known as Short Code SMS and have to be approved by the CWTA in order to be allowed on the Rogers network. With that being said all of the apps you are using are approved and this should be working for you.

Is it possible to provide us with some examples of the Short Code SMS number, it’s usually 5 or 6 digits in length and a time stamp of when you were supposed to receive the code. Once we have that info we will be able to escalate a ticket for further investigation.

Please send examples via private message @CommunityHelps the next time you're online and we can take a closer look.

For more information on our private messaging system check out our blog.

@Freir If your issue is only with Uber please follow the instructions outlined in this link: https://help.uber.com/h/87ce1f38-62ab-4820-b022-b458eb05cbcf 

Regards,

RogersTony

[Azm]

Lol how can I send you an example if I never got it.
I can tell you the approximate date around May 17-18 when I was trying to setup Uber. A week after I setup WhatsApp and had to get them to call me the code because the shirt code wouldn't come.through the message 'phone can't be verified please try later' comes in instantly and just yesterday from a different site and as soon as I click verify phone number I get the same message. I read on a different forum that T-Mobile has the same block but if people call them they remove the block right away. Why can't Rogers do the same?

[RogersTony]

Hello @Azm,

We may be able to locate the Short Code number for you another way but we really would need a solid timestamp including date and time to investigate this matter properly.

Is it possible to try to have a Verification SMS sent out again sometime today and PM us @CommunityHelps with the exact time stamp when it was sent and the phone number for your device? Once we have that we can escalate a ticket to our Network Specialists to see what is happening.

In regards to the blocks in place, those blocks are only for Short Codes not approved by the Canadian Wireless Telecommunications Association (CWTA). All of the apps you described are approved and should be working so there is something else is causing it to fail.

Please PM us the next time you are online with the requested information for this matter to be escalated to one of our specialists for review.

Regards,

RogersTony

[Kaichan]

I recently bought a new phone and I am having the same issue with setting up WhatsApp. Would this same solution apply?

Thanks,
Kai

[Vkvk]

I have the same issue! I wasn't able to login for 2 weeks! Very frustrating and I tried getting my verification code everyday but I never receive it on my phone! Please help!

[Vkvk]

Please let me know how I can PM you. I did a screen capture at the time when I request an account key from yahoo. It was done at 8:11 this morning. Nothing received.

[57]

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@Vkvk wrote:
Please let me know how I can PM you. I did a screen capture at the time when I request an account key from yahoo. It was done at 8:11 this morning. Nothing received.

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There's a link in post 7 of this thread. After clicking the link there should be an icon on the right side with something like "send a message".  You need to be logged in.

[sgarciac]

Similar issue here, for whatsapp and google. I had to switch google verification to phone calls instead of SMS

[Vkvk]

Thanks I'M an Advisor!

[Azm]

I can confirm it's not working for WhatsApp either.

[Kyeeloong]

I am having the same issue. For the past two weeks I have been trying to get a verification code from Whatsapp. I keep getting a message to try again after waiting 60 minutes. The other option of getting a Call is not even available. We really need some resolution to this problem with receiving short code SMS quickly.

[jluk617]

I am also having the same problem. Please fix this ASAP!

[RogersTony]

Hello @jluk617 & @Kyeeloong,

Welcome to the Rogers Community Forums! 🙂 

Not being able to get the Verifications SMS for your Apps can be a serious nuisance as most Apps require 2-factor authentication via SMS. 

We will need to escalate a ticket to one of our network specialists to review this matter. Please refer to Posts 5 & 7 of this thread for additional information on how to PM us to have a ticket escalated for this matter.

We look forward to hearing from you!

Regards,

RogersTony 

[Kyeeloong]

I am happy to report that my problem was resolved last night. Whatsapp Support reset my verification.

I tried to get a verification code away from my usual places; home and work;  via LTE (non-Wi-Fi). I was finally successful to get a "Call Me" option which I chose. I think the SMS option may still not have worked so that might still require a network resolution. 

The following is the support response I received from Whatsapp. 

Your verification has been reset. Please try to verify your number again in WhatsApp. You may need to delete and reinstall the latest version for your device. (http://www.whatsapp.com/download/)

Our registration system has many ways to attempt to send a code to our users that ensures our users can get activated. Unfortunately, in your case, none of these methods have worked successfully because there is a problem with your carrier that is not allowing this code to go through via SMS. You will likely have better luck if you attempt to request a code via call.

Trying the following may help:

1. Make sure you have an active SIM card in the phone for the number you are trying to activate. You will not be able to activate without this under any circumstances.
2. Wait 24 hours and delete and reinstall WhatsApp to try again. Continue to retry.
3. Try to activate from a different location.
4. Contact your carrier for additional information.

[MsSparkle]

Don't bother talking to Rogers about this issue.  Their standpoint is that it is WhatsApp problem for not sending their SMS code in the right format.  They will not do anything to assist you.  So if you can't get the CALL ME option to show up then you are out of luck.

[Kyeeloong]

You could be right. I was only able to get a verification code via CALL ME. It took almost 2 weeks before I got out of "try again in 60 minutes loop" 

[emjokes]

I am having the same problem, can't receive WhatsApp verification text messages. All others (Google, Facebook, etc.) come through. I sent a pm to communityhelps with the details. Please fix this, rogers!