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What to do if…
you stop receiving text messages and cannot get SMS verification codes

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Treat this as either a mobile network problem or a possible SIM-swap or number-takeover. Use a different device or internet connection to secure your most important accounts, and contact your mobile network urgently.

Do not do these things

  • Do not keep requesting new codes again and again; wait before retrying because repeated requests can trigger temporary blocks.
  • Do not click links or follow instructions from unexpected verification texts, emails, or calls that you did not start.
  • Do not share any verification code with anyone, including someone claiming to be support.
  • Do not factory reset your phone as a first move; it may make authenticator apps, passkeys, or recovery options harder to use.
  • Do not assume it is only an app issue if you also lost signal, calls, or normal texts.

What to do now

  1. Check for signs your number may have been taken over.

    • Check whether your phone shows no signal, “No Service”, or cannot make or receive calls and texts.
    • Look for any email, app alert, or text about a SIM change, eSIM activation, PAC request, number transfer, or account change you did not ask for.
    • If you see any of these, treat it as urgent and continue with steps 3, 4, 5, and 7.

  2. Do a quick reversible phone check.

    • Turn Airplane mode on and off, then restart the phone.
    • Ask someone you trust to send you a normal text message.
    • Check blocked numbers, message filtering, spam filtering, and inbox storage.
    • Check whether mobile signal works in another location, if you can do that without delaying the urgent steps.

  3. Contact your mobile network from another phone or through its official website or app. Ask them to:

    • Confirm the last SIM or eSIM change on your account.
    • Check whether any PAC, port, or number-transfer request is active.
    • Stop and investigate any change you did not request.
    • Check whether your line has any barring that affects short-code, premium-rate, service-message, or incoming SMS.
    • Re-provision SMS on the line if needed.
    • Add any stronger account protection they offer, such as an account PIN, passphrase, or porting protection.

  4. Secure key accounts without using SMS.

    • Prioritise your main email, banking, password manager, and Apple or Google account.
    • Use a trusted device and a known internet connection.
    • Change the password for your main email account if you can still get in.
    • Turn on a non-SMS second factor where available, such as an authenticator app, passkey, or security key.
    • If you are locked out, use the account recovery route and choose email, app prompt, authenticator, passkey, or backup-code options where available.

  5. Warn the accounts where money could move quickly.

    • Contact your bank using the number on your card, in your banking app, or on the bank’s official website.
    • Ask them to watch for account takeover, new payees, unusual transfers, and changes to contact details.
    • If you have payment, investment, cryptocurrency, or shopping accounts tied to SMS, secure or freeze access where the official service allows it.

  6. Keep a short complaint trail if your provider cannot fix it quickly.

    • Write down the date, time, contact route, person or team you spoke to, what they said, and any reference number.
    • Follow your provider’s complaints process if the issue is not resolved.
    • If the complaint is still unresolved after at least six weeks, or you receive a deadlock letter, you can usually take it to the provider’s Ofcom-approved ADR scheme.

  7. Report suspected fraud through the right UK route.

    • If you live in England, Wales, or Northern Ireland, report fraud or cyber crime through Report Fraud.
    • If you live in Scotland, report it to Police Scotland.
    • Call 999 only if there is immediate danger, a crime is happening now, or you need urgent emergency help.

What can wait

  • You do not need to decide today whether to change your phone number, switch networks, or abandon accounts.
  • You do not need to reinstall or replace your phone as a first step.
  • You can leave deeper security improvements, such as changing every password or buying new hardware, until your phone line and key accounts are stable.

Important reassurance

This can happen because of ordinary network or account settings, and it can also happen during number-takeover fraud. The safest calm move is the same: secure key accounts without SMS, then get your mobile network to confirm what has happened on your line.

Scope note

These are first steps to stabilise access and reduce the risk of account takeover. Later decisions, complaints, fraud recovery, or technical changes may need help from your provider, bank, account service, police route, or another specialist service.

Important note

This is general information, not legal, financial, technical, medical, therapeutic, or other professional advice. Use official contact routes, and ask a trusted person to sit with you while you make calls if you feel overwhelmed.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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