topic Re: Hash key not working for two step security in Apple Devices

Hash key not working for two step security

Tarthur — Fri, 06 Oct 2023 08:25:55 GMT

Any ideas?

Re: Hash key not working for two step security

Christopher_G — Fri, 06 Oct 2023 11:05:00 GMT

Hi @Tarthur

Welcome to the community.

Is this when you receive a text or on a phone call? What happens when you try to press #?
Chris

Re: Hash key not working for two step security

Tarthur — Fri, 06 Oct 2023 11:31:36 GMT

Hi Chris

It's when I receive a phone call, usually from my bank and I'm asked to press the hash key to get a secure message. When I do press it nothing happens and eventually the call is ended

Thanks

Tarthur

Re: Hash key not working for two step security

Christopher_G — Fri, 06 Oct 2023 11:47:51 GMT

OK, thanks @Tarthur

If you go to Settings > General > About, does it come up with a carrier update?

Chris

Re: Hash key not working for two step security

Tarthur — Fri, 06 Oct 2023 11:55:09 GMT

N nothing is showing regarding an update

Re: Hash key not working for two step security

Christopher_G — Fri, 06 Oct 2023 12:53:44 GMT

Is your phone on the latest software, @Tarthur?

Tap Settings > General > Software Update.

Chris

Re: Hash key not working for two step security

Tarthur — Fri, 06 Oct 2023 13:00:23 GMT

It says IOS 15.7.9 is up to date

Re: Hash key not working for two step security

Christopher_G — Fri, 06 Oct 2023 13:19:44 GMT

OK, thanks @Tarthur. These are called DTMF tones, and that's about as much troubleshooting as I can see from Apple. I'd recommend speaking to our technical support team so they can check everything from our side for you.

Chris

Re: Hash key not working for two step security

Tarthur — Fri, 06 Oct 2023 13:45:37 GMT

Many thanks for trying