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Unable to receive SafePass text msgs from Bank Of America

I am having the same problem as a previous user. I did not add any block features, and up until yesterday, I was receiving SafePass text messages from my bank. However, for some reason, that has changed today.

I chatted online with a representative who told me to remove the battery from my phone and restart it. But that didn't fix anything.

Comments

DeltaGolfBravo

I am also having a problem receiving SafePass messages from BoA. I don't know when it started but experienced it this evening. 3/29/11 10 PM CDT.

I called BoA. The rep indicated there were no problems as far as he could see on the BoA side. (He suggested I drop the SafePass service and have it re-initiated--with the appropriate service charge, of course. Yeah...I don't think so.)

So BoA thinks their messages are going out.

I tried the remove-replace-battery-restart method suggested below. No joy.

I haven't tried *228 option 1 to re-program. I have not to my knowledge made any changes in my service plan. And I've paid my bill. On time.

Hopefully the technical services groups from BoA and Verizon have gotten beyond Stage 1 of Troubleshooting (finger pointing) and are working on resolving the problem.

In the interim, it looks like one can turn off SafePass and use SiteKey challenge questions on the BoA site to do whatever one needs to do. Log in, go to Customer Service tab, select "View your SafePass settings" in the Security Features nav pane.

DeltaGolfBravo

I spoke to Verizon Support. It seems that Premium(?) text messaging, which BoA SafePass messages are considered to be, has been blocked by Verizon since Sep 2008. However, my old phone was somehow able to defeat this block so I was still getting the messages.

When I switched phones, the message blocking kicked in. Verizon was able to lift the message blocking on my account. I was able to successfully test SafePass once the block was lifted.

jwjw

same problem, customer service saying everything is unblocked on my phone -- Verizon needs to fix this! When I was on ATT last month had no problem receiving safepass text msgs.

Baba-1975

I have the same problem. since i switched from AT&T 3 weeks ago. I no longer receive alert text messages from Yahoo, Bank of america and I also don't get a response if I google a question to 46645 i don't get a response. i txt 242 242 and get a response right away.

I had verizon switch my number to a different phone for a few hours today and still have the same problem.

so far, spent more than 5 hours on the phone with 7 or 8 different people and still can't fix this. All cellphone to cellphone texts seem to work fine.

TheElitist

This doesn't seem to be limited to Verizion, but may have something to do with the Android OS. Was receiving these fine on T-Mobile with unlocked iPhone, then switched to Verizon/Thunderbolt, whereupon I stopped receiving them. Switched back to T-Mobile 2 weeks later, but this time with another Android phone (Galaxy S) instead of the iPhone. I am now having the problem at T-mobile.

I also see the problem with PayPayl's verification messages (i.e. don't receive those now either).

Still looking for a solution.

roniruby

So - does someone from VZW read these posts and try to figure out a solution? Ported both my hpone and my wife's from AT&T and now can't receive BofA security text codes.

lifer2k11

Was having this same issue of not receiving safe pass text messages after switching over iphone from att to verizon, here is the answer I got from boa:

Send a text message to the following number: 73981

With the following text entered for the message: help

They said it usually will take up to 24 hours but after that you should be all good and everything working again.

jhogan42

OK, I talked to BofA and believe I got to the bottom of this.

The issue is that when you switch from one provider to another, your phone has a different "address" for text messaging on the network, even if the phone number is the same. Most text messaging services can automatically find the new address, but Bank of America cannot. (They claim it is intentionally this way, for "security purposes," but I'm not sure I believe that.)

THE FIX:

(1) Wait 37 days after the carrier switch.

(2) Text "HELP" to 739-81.

(3) Wait 24 hours.

(4) Try Safepass again, see if it works.

(5) If this fails, call BofA support and have them manually remove your phone as a SafePass device (you won't be able to, because removing it requires you being able to receive a code), and then try re-adding it.

I haven't tested this yet, because I'm still in the 37-day window.

Good luck.

RomeoYankee

Call Customer Care to report that you cannot receive messages from these SHORT CODES:

Bank of America 692632 (MY BofA)

Chase 24273 (Chase)

Google 46645 (Googl)

Ask for a ticket be opened with the AGGREGATOR for Bofa/Chase/Google to have your routing record changed to VZW.

kpoole2287

jhogan42 wrote:
OK, I talked to BofA and believe I got to the bottom of this.

The issue is that when you switch from one provider to another, your phone has a different "address" for text messaging on the network, even if the phone number is the same. Most text messaging services can automatically find the new address, but Bank of America cannot. (They claim it is intentionally this way, for "security purposes," but I'm not sure I believe that.)

THE FIX:
(1) Wait 37 days after the carrier switch.
(2) Text "HELP" to 739-81.
(3) Wait 24 hours.
(4) Try Safepass again, see if it works.
(5) If this fails, call BofA support and have them manually remove your phone as a SafePass device (you won't be able to, because removing it requires you being able to receive a code), and then try re-adding it.

I haven't tested this yet, because I'm still in the 37-day window.

Good luck.

This would make sense as well.

GranmaK

I suspect that the "37 day" window time is just made up. That time element makes no sense. It seems more likely that the tech was just buying time and didn't want to be bugged about it for awhile (from someone with a LOT of experience on tech support and help desk operations).

pandachich

All-

This proves to be successful. This does not take 37 days! Two days at most.

My device is the Motorola Razr and number was ported over from ATT.

The tech knew exactly what to do with this information (short code and aggregator) and I mentioned I was ported over as well. They also ensured my account was set up to receive any and all kinds of text messages, premium included. After turning the phone on and off a couple times while the tech was on the phone, I tried Safepass again, but wasn't receiving anything back. An hour later, I decided to send the text message 'Help' to 73981 (BofA). I did not receive a text back, but didn't expect to.

Giving time for all the changes to settle - I tried 24 hours later and it WORKED! From the BofA App on the phone AND online.

Thanks!

gojomo

Same problem here, with a number that was ported in from AT&T about a month ago. Can't receive SMS messages from BofA/SafePass, Google (46645). Can receive from other automated system short-codes (eg UPS).

I strongly suspect RomeoYankee's suggestion is the right one, but even after describing that 'open ticket with aggregator for updating the routing record' language, and mentioning this thread, I still had to spend an hour+ on phone with VZW yesterday, with side calls to BofA, as all sorts of side issues were investigated without providing any resolution. (For example: iPhone iMessage settings, wifi, phone *228 reprogram.) VZW staff was very patient, tried to be very helpful (multiple callbacks, tried SafePass himself via family member's BofA account), but the words from and repeated pointers back to this thread didn't ring any bells with him or help to accelerate escalation to the right place. Finally, a trouble ticket was filed to the next network-engineer level, for which I think a pointer to here was included. Still waiting for fix (if any) to take effect.

FYI, perhaps the most concise demonstration something is wrong is to text "94120 weather" (or indeed any zip code) to the Google short code, 46645. If you don't get a response, there's a problem. Now, I don't know if fixing the problem for Google also fixes it for BofA and others (do they use the same 'aggregator'?), but that shorter demonstration might skip side detours like 'check with BofA' or 'login to BofA and reenroll in SafePass', etc.

AZSL888

I am curious to know if you ever got this resolved. I just switched over from TMobile 30 days ago and am experiencing the same issue. I have spent HOURS on the phone with Verizon trying to get these short codes working, BofA and Google - all to no avail. I have directed their Reps to this thread in hopes of getting it resolved. Supposedly, they have used the Aggregator tool twice to update the record, but still not working.

Does anyone have any additional suggestions?

Thanks in advance.

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