Cannot Get Verification Code Texts
TomRVA1
Enthusiast - Level 3

My new (1 week old) Moto G7 Play is not receiving verification code text messages.  Other texts come through OK.  However, no security code messages needed for account verification are received by it.  This has happened on three different unrelated accounts.

My wife’s older Moto G6 Play does not have this problem.  Both phones are running Android 9.

1 Solution
TomRVA1
Enthusiast - Level 3

The problem is fixed!  It was indeed a bad SIM.  I got a replacement today and it fixed the SMS problems I was having.

The best guide I found for troubleshooting the problem is located here.

View solution in original post

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vzw_customer_support
Customer Service Rep

We would be happy to troubleshoot this with you. Is the device currently conntected to Wi-Fi? Have you seen any difference with Wi-Fi on or off?

RobertH_VZW

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TomRVA1
Enthusiast - Level 3

The phone has been on Wi-Fi throughout.  Are text messages not sent via SMS?

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TomRVA1
Enthusiast - Level 3

I did turn off W-Fi and use LTE.  No change in the problem was noted.

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vzw_customer_support
Customer Service Rep

We will do all that we can to get your text issue resolved TomRVA1. We can check the settings on your device? What device do you have? Are you having issues receiving text from any contacts or other companies you text? 

 

KinquanaH_VZW

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TomRVA1
Enthusiast - Level 3

My phone is a Moto G7 Play running Android 9.  I can exchange texts with other phones without problem.  I also receive Verizon text messages.  I can send texts to my expiring flip phone but not receive texts from it (see earlier post). However, verification texts from three different and diverse accounts never make it to my phone.  I have never been able to complete a cell phone verification transaction.

The phone was activated about a week ago.  It is using a new (to me) number.

TomRVA1
Enthusiast - Level 3

I have done more research on my new phone and done some more experimentation.  I have concluded that the problem with my phone is that it cannot receive SMS text messages.  I can send them just fine.  I can also chat in both directions with other Android phones which bypasses SMS.

I have a solid phone signal (~3 bars) with good voice phone service.  I deleted message memory and cache and rebooted my phone to no avail.  I have no SIM card messages.

What should I try next?

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vzw_customer_support
Customer Service Rep

@TomRVA1 ,

 

Thank you for confirming you've been using Wi-Fi. As for your question though, SMS is another name for text messages (MMS would refer to picture or video messages that you text). Texts use the same mobile connection that a phone call would use, which is why we generally ask you how calls or texts are working when you're having an issue with one or the other. If your phone is able to send and receive texts without any issues, that would mean your phone is not having any texting issues. Other than a new phone, have you made any other changes to the phone since this had started? For example, a different text messaging app or a different phone number? Are you able to check with the places that you are trying to get a verification text from that they have confirmed it has been sent without issue from their end?

 

RussellM_VZW

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TomRVA1
Enthusiast - Level 3

Thank you for your response.  I am using the default texting app which came with phone.  I am also trying to verify whether or not the verification code was ever sent from from the accounts verifying the phone.  However, contacting human beings in technical support at these companies is challenging.

The phone number I am using is new as I could not transfer my old, soon to expire, flip phone number to my new phone.  Another anomaly is I can send text messages to my old flip phone from my Moto G7 Play, but messages from my old to my new phone are lost like the verification codes.  All other texting works fine. This includes sending texts fro my old flip phone to my wife's Moto G6 Play.

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kevin_heard
Newbie

Tom... I am jsut another fristerated customer; but if you're trying to text "To:" a MetroPCS (possibly including all of T-Mobile???), it stopped working again yesterday.  You can receive texts, but cannot send them  ---  comes back "send failed" in red.  That's all I had.  This is my first time here.  Good luck. I am porting my phone on Monday

 

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TomRVA1
Enthusiast - Level 3

I can send texts just fine.  It is verification codes sent to me that are disappearing without trace.  I get no error or warning messages.

vzw_customer_support
Customer Service Rep

It's vital that we get to the bottom of this, TomRVA1. I know this is confusing. Are the messages coming from short code numbers (5-6 digit numbers rather than the standard 10 digit phone number)? If so, please text "help" to each short code number for further assistance with receiving those messages. 

RyanM_VZW

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TomRVA1
Enthusiast - Level 3

Sending "help" to a 6-digit address generates no response.

I cannot receive any SMS or MMS messages whether from a 6 or 10 digit number. See my other recent posts.

I believe I may have been sold a defective SIM.  This is based on extensive testing described in my other posts.

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vzw_customer_support
Customer Service Rep

TomRVA1, we appreciate you working with us to resolve this mystery. One thing that I saw you type is, "It is using a new (to me) number". What exactly do you mean by that statement? We don't know what a "(to me)" number is. You mention that it is 3 different companies that you don't receive the verification code from. Are you able to get verification codes from other companies other than these 3?  AliciaD_VZW

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TomRVA1
Enthusiast - Level 3

I was only pointing out that I did not port the phone number from another phone.  I thought there might be a lag in the number being validated system-wide should I have been the first to have it assigned to me.  Also, I have not received any verification codes from any companies.

However, this is all now moot.  See my earlier post from today for further testing I did.  I am losing all incoming SMS messages.  I can send SMS text without problem.  I can also 2-way chat with other Android devices.  My earlier post gives more details on the discovery process and my subsequent troubleshooting.

Also, for what it is worth, I am using a brand new phone which has a brand new SIM card in it.

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vzw_customer_support
Customer Service Rep

Hi, TomRVA1. Are you still having issues with your text messages? CourtneyM_VZW

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TomRVA1
Enthusiast - Level 3

Yes, my phone still has issues.  My Verizon has been out of service for several days preventing me from posting.  I cannot receive any SMS or MMS messages.  I suspect the SIM is faulty.  I will post more details later,

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TomRVA1
Enthusiast - Level 3

I cannot receive SMS or MMS texts.  Here is the testing I did with my network engineer son in law:

  • Powered down the phone, took out the SIM, powered up the phone without the SIM, powered down the phone and put the SIM back in and powered up the phone - no change.
  • Did a factory reset and rebuild. - no change.
  • Moved my SIM to my son in law's phone.  The problem moved to his phone.
  • Replaced the SIM in my phone.  The problem came back to my phone.

I suspect the SIM is at fault.

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vzw_customer_support
Customer Service Rep

TomRVA1, thanks for those details. Is your software up to date?

 

DiaS_VZW

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TomRVA1
Enthusiast - Level 3

What software?  My Verizon is a web app which does not use an installed client. 

My phone is Android 9 Version PPYS29.105-160-4-5 Security patch level April 1, 2020.

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TomRVA1
Enthusiast - Level 3

The problem is fixed!  It was indeed a bad SIM.  I got a replacement today and it fixed the SMS problems I was having.

The best guide I found for troubleshooting the problem is located here.

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