When you use our SMS services, register for our Digital Apps the first time, and for certain types of transactions, we will send a text message (also known as an SMS message) to your phone. 

If you are expecting a text message from us and it hasn't arrived yet, there are two main reasons why this may happen:

Your mobile number may be incorrect or out of date

All our text messaging services rely on the mobile number that you gave us when you joined the Credit Union. If that was a long time ago, your mobile number may have changed since then. 

If you joined recently or it's the first time you've tried to receive a text from us, it could be that your mobile number was entered incorrectly. Unfortunately, the only way to fix it is by giving us a call on 020 3773 1751 or emailing help@creditunion.co.uk to update the phone number on our records. Our team will answer your call as soon as they can, and ask you some security questions to confirm your identity.

You have previously blocked SMS messages from us

Text messages from London Mutual come from 60060 and 80011. If you have blocked these numbers previously, text messages about online banking will not be able to get through.

Unblocking our number on Android phones

  1. Open the Messages app Android Messages
  2. Tap Spam and blockedand then More Moreand then Blocked contacts
  3. Find 80011 and/or 60060 in the list and tap Remove Remove and then tap Unblock

Unblocking our number on iPhones

  1. From the Home screen, tap the Settings icon
  2. Tap Messages > Blocked > Edit
  3. Tap next to 80011 and/or 60060
  4. Tap Unblock.

Weak phone signal or a network problem

Depending on network availability, phone signal and other factors, text messages may sometimes take longer than expected to arrive. This may happen if you are in an area with poor signal, such as a large crowd or in a remote or rural area. It may also happen more often if you are abroad.

If this happens, all we can advise is that you try again later somewhere with better signal. If you find that it is a common problem where you live, it may also be worth contacting your mobile network operator to see if they can fix it.