topic Re: Missing Verification Code messages in Mobile Services

Missing Verification Code messages

Northnet — Wed, 14 Feb 2024 11:35:47 GMT

With the advent of verification codes being sent by text for almost every web login, I am noticing that typically I never receive the code at the first time of trying. I have to hope that the site has a 'Resend Code' option available, and the second try always comes through.

Currently I am trying to untangle a login the does not have the option to resend the code they require. I am unable to verify because their system already has my mobile number associated with my account, but unverified, and the code not received. So I am stuck in limbo.

Is this a common problem, or is it just me? I have tried to raise the issue with Technical Support, but they have not got back to me - they said they would report back by text, but it has probably gone missing.

Re: Missing Verification Code messages

Northerner — Wed, 14 Feb 2024 12:37:23 GMT

Hi @Northnet

This is why you use an authentication app over text codes which are not reliable. Are there any apps specifically you are having issues with.

Thanks

Re: Missing Verification Code messages

Northnet — Wed, 14 Feb 2024 12:56:36 GMT

Not any one code sender, all of them. My bank thinks I'm dodgy because I always have to request a resend, and everywhere else. An auth app is useless if the only verification on offer is a code via text.

I have now spoken with Tech Support, they ran some tests but found nothing untoward. I am in a rubbish signal area but that has always been the case.

Re: Missing Verification Code messages

Leanne_T — Wed, 14 Feb 2024 14:22:11 GMT

Hi @Northnet

Thanks for coming here.

If this is still happening after our tech guides ran some checks, please get back in touch on 150 and the team will continue the diagnostics to get this fully investigated 🙂

Leanne.

Re: Missing Verification Code messages

bristolian — Wed, 14 Feb 2024 15:48:58 GMT

I disagree that app-based authentication is definitely more reliable than SMS, but it's certainly an alternative you can try.

If anything, SMS is a better solution in a poor coverage area as it will often succeed where voice calls or mobile data might struggle. If subsequent attempts at sending texts succeed, then the problem is likely to be with the sender being delayed - there's nothing different about how a second or third text message is routed through the core network than a first one is.

I've certainly had first attempts take perhaps 30-40 seconds to arrive, and if the website has a particularly short timeout, then that can result in the company's over-zealous security tying itself in knots.

Re: Missing Verification Code messages

Northnet — Fri, 16 Feb 2024 07:14:28 GMT

Well, the jury is still out as to whether this is resolved. The last verification I used had an automated phone call which 'spoke' the confirmation code, so it seems they had experienced problems with SMS based codes going missing.

The verification that was failing carried out a complete reset at their end and the next time I tried from scratch the code came through within a few seconds. This tends to confirm @bristolian timeout theory. Requesting a 'Resend Code', when the option is available, works fine as a work around, but when the option is not available there is a problem. I pointed this out to the website I was experiencing a problem with, and since it took all day to untangle it they may take note.

Re: Missing Verification Code messages

Northnet — Thu, 21 Mar 2024 07:57:28 GMT

UPDATE!

I upgraded my phone recently, and since then verification codes have come through first time. My old Redmi Note 7 worked perfectly (except for this code issue) but was no longer getting Android or MIUI updates. The Samsung S23 that has replaced it is bang up to date with Android and ONE UI. It would seem that code updates over the years have affected Messaging in some subtle way.

Re: Missing Verification Code messages

Christopher_G — Thu, 21 Mar 2024 12:10:58 GMT

Hi @Northnet

Have you heard from our technical support team about this yet?

Chris

Re: Missing Verification Code messages

Northnet — Thu, 21 Mar 2024 12:24:18 GMT

Yes, they did a full reset of my account, although it is unclear whether it made a difference. Changing phones definitely has.

Re: Missing Verification Code messages

Christopher_G — Thu, 21 Mar 2024 12:45:18 GMT

Thanks for the update, @Northnet

Keep us posted on what happens please.

Chris

Re: Missing Verification Code messages

Northnet — Thu, 21 Mar 2024 12:51:53 GMT

I can say that simply changing phones necessitated quite few confirmation codes as things like banking apps all required confirmation, and they all came through immediately.