Not receiving Facebook SMS to reset password

[StuJenWA]

My wife forgot her Facebook login password. She only has her mobile number registered on her account (no email). When we click on “forgot password” Facebook tries to send a security code to her mobile number via SMS (Telstra service provider) however she is not receiving the SMS. 

Is Telstra blocking the SMS ? How can this be activated so we can receive the SMS and reset the password? There do not appear to be any other alternative options to access her Facebook account. 

[Dowser]

Has she changed her number?.

If not, enter the entire mobile phone number, including the country code, by omitting the leading zero and replacing it with just 61.

[StuJenWA]

We have tried that several times and that hasn’t worked.

[Dowser]

You might find the following page useful 
https://m.facebook.com/help/100530880039294/i-signed-up-on-facebook-with-my-mobile-number-and-now-i-...

It does state “Leave out any extra zeros, plus signs (+) or other special characters.”

[StuJenWA]

Yes we saw that link already and followed the instructions- still not working. 

[Dowser]

It’s a long shot, but go into Settings > Messages and turn off iMessage (temporarily).

Then re-try obtaining the code.

- try this with, and then later without the country code.

[StuJenWA]

Tried that as well - no luck.

When we press “forgot password” it asks to enter the mobile number to locate the account. When we enter in the mobile without the “+” it successfully locates the account. So no problem there. It then provides the option to send the SMS, which is auto populated (I’m assuming from her account) and that includes the “+”. We can’t edit the number. When we press “NEXT” it send the SMS to that number but we don’t receive it. There is no option to manually change the mobile number to remove the “+”. 

see image below showing “auto” populating of mobile number.

the advice you provided earlier suggests the “+” should be removed but we have ne way of editing the number before the SMS is sent? 

[Dowser]

I understand what you have explained about the is auto populated fields.

Have you tried the “Try Another Way” button?.

By the way, has she updated her phone since the FB account was set up?.

Lastly, look for any blocked numbers:

1. Open Settings.
2. Scroll down and tap "Phone."
3. Under the "Blocked Contacts" list, tap "Blocked Contacts" to see which contacts are listed.

[StuJenWA]

Yes we have “tried another way”, which asks for the password which we don’t have.

have explored all the other items below

as well as that doesn’t help unfortunately.

[Dowser]

Try the instructions on the page https://m.facebook.com/help/163155247081024

Try sending the mentioned code to 32665 and +132665

As it states, 

Wait 24 hours in case there's a delivery delay.

If you're still having trouble getting your confirmation code, click on the ’learn how to report a problem’ link.

[StuJenWA]

Thanks , we have tried sending the code. Let’s hope that works. I’ve also reported the problem to Facebook using the link, however I’ve had to do that from another account as we can’t log into hers!