Premium SMS - Unable to receive verification codes.

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I've Been Here Awhile
Posts: 2

Re: Premium SMS - Unable to receive verification codes.

Yes, I am having these same issues with my iPhone 8.

 

 

Moderator
Moderator
Posts: 732

Re: Premium SMS - Unable to receive verification codes.

Hello @SimonGeg, 

 

Thanks so much for confirming! Are you using the same SIM card that was used in the iPhone 6 that you had previously? Is it possible to try another Rogers SIM card in your device to see if the verification codes work then? All of the companies you mentioned should be able to send verification codes on our network. We have a list of approved companies from the Canadian Wireless Telecommunications Association (CWTA) you can see the list by Clicking Here.

 

If you are unable to test another SIM card in your device we may need to escalate a Ticket to investigate this further. Keep us posted and we can determine what the next steps should be. 

 

RogersTony

 

I've Been Around
Posts: 1

Re: Premium SMS - Unable to receive verification codes.

I'm having exactly the same problem fore a few days. can't get any verification text codes anymore

Moderator
Moderator
Posts: 258

Re: Premium SMS - Unable to receive verification codes.

Hello @belilan,

 

Welcome to the Community Forums, and thanks for reaching out.


Receiving verification codes is certainly vital given the growing importance of two-factor authentication.
 

To assist you with this, we may need to escalate a ticket to our network specialists. Please refer to posts 5 & 7 of this thread for additional information on sending us a PM to have a ticket escalated.


RogersAndy

I've Been Around
Posts: 1

Re: Premium SMS - Unable to receive verification codes.

Hello, I'm not sure if this thread is still open, but I am unable to receive verification codes from my UK bank NatWest who insist that it's not a problem that the code is being sent to a Canadian number, but that the issue is at my end with my service provider. Is it because NatWest short codes are not approved by CWTA? Is there any way around this? I cannot access my UK banking since they implemented this security feature. 

Moderator
Moderator
Posts: 315

Re: Premium SMS - Unable to receive verification codes.

Greetings @bailejo1!

 

We appreciate you gracing us with your presence here in the Rogers Community Forums! Nice first post! 😉

 

If you are unable to send text messages to a short code or receive text messages from a short code, it may not be provisioned in Canada by the CWTA. The CWTA maintains the list of approved and active codes allowed on our network.

 

If the short code is not listed, it may have expired or not be approved for use in Canada. For example, the program could be US-based and not provisioned by the CWTA. Some US banks use short codes to authenticate users, but in some instances, these US-based short codes are not provisioned in Canada and will not work for you. 

 

You can contact the relevant organization or business to request an alternative way to communicate or authenticate, and suggest they provision their short codes in Canada with the CWTA and Canadian wireless carriers.

 

If the short code is listed, please check if you’ve entered the right number and that the program is still active. You can send ‘HELP’ to the short code and should receive a response providing additional information on the program. This would confirm that the program is active and you are using the correct number. 

 

The current list of approved short code programs is available at their website HERE. You may also find information on "how to apply for a short code" through this website as well.

 

I hope this helps!
RogersLaura
 

I've Been Here Awhile
Posts: 2

Re: Premium SMS - Unable to receive verification codes.

I am having same issue. Only PayPal all others like Amazon are working fine and I get pin code. Tried everything and Rogers rep. I spoke to was no help at all.
I've Been Here Awhile
Posts: 2

Re: Premium SMS - Unable to receive verification codes.

Thank you for your wordy reply especially if you didn't copy/paste it. I would assume PayPal is a big player and not a rinky dink startup company. Since they are tied to banking and credit card information I have to believe their security is fairly significant to say the least. Since it's an issues that Rogers is fully aware of for some time now and it must affect thousands of customers do you not think it is worth a actual phone call from Rogers Representative to their counterparts at PayPal to at least understand what the issue is and maybe test a few things at either end? I just feel someone is spending more time looking at ways to avoid responsibility then just dealing with the issue like we used to do 15-20 years ago.

Maybe you can bring this up at one of your countless meetings I am sure you have to discuss customer satisfaction and loyalty. If I may also add that most telco today offer similar service and if you want to get ahead as I am sure Rogers is striving to do then you MUST listen to what your customers are asking for vs. over paid marketers and focus groups. We want great customer service and when we ask for something reasonable we get it.

Kind Regards,

Chris West

Moderator
Moderator
Posts: 315

Re: Premium SMS - Unable to receive verification codes.

Hello @CWest23,

 

Thanks for joining us here in the Rogers Community Forums! A very warm welcome! 😄

 

We are more than happy to provide as much info as we can, wherever possible! 👍

 

Just curious, have you checked on the CWTA website to ensure the code you are using is provisioned with them for Canada? Also, have you reached out to the PayPal team to confirm if they are aware of any ongoing issues? Please note, the CWTA monitors compliance of all active shortcodes and works with the program owner and wireless carriers to ensure that programs are compliant. 

 

From what I can see on the website, the approved/active code for PayPal is 729725 (PAYPAL). You can try texting the word 'HELP' to this shortcode to see if you get a reply. If you get a reply, this means it is working. 

 

It may also be useful to try the code on a separate device to see if it works to ensure it's not specific to that one device.

 

If no luck and the issue persists, please do send us a Private Message @CommunityHelps so we can investigate further for you! For more information on how our Private Messaging system works, please CLICK HERE.

 

Thank you,

RogersLaura