If you or your payees are not receiving two-factor authentication (2FA) notifications, there may be several causes. This guide will walk you through troubleshooting steps to resolve issues with missing 2FA notifications.
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Check if your phone is roaming.
When your phone is roaming, it connects to a different service provider's network instead of your usual one. If you are traveling or in areas with weak network signals, turning off roaming can help you receive SMS messages.
If you can’t turn off roaming on your phone, you can set up a virtual phone number with Google Voice or Skype and then reset 2FA. Learn how to update your payee’s phone number and reset their 2FA in our Update Your Payees Phone Number article.
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Clear your cache and cookies
Clearing your browser’s cache and cookies can resolve minor glitches that may affect the sending of 2FA notifications.
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Reboot your phone
Restart your phone to refresh the network signal. This step can often resolve connectivity issues that might be preventing message delivery.
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Clear your phone’s inbox
Check your phone's message inbox to ensure it is not full. A full inbox may prevent new messages, including 2FA notifications, from being received.
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Check for SMS filters
Review your phone settings and applications to identify any filters or settings that might be blocking SMS messages. Ensure that these settings allow messages from your 2FA source.
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Swap SIM card
If possible, insert your SIM card into another phone to determine if the issue is phone-related. If you receive notifications on the alternate phone, there may be a problem with your original device.
If you or your payees still aren’t receiving 2FA notifications after trying these steps, submit a ticket with Tipalti Support. In your ticket, please provide the phone number set for 2FA so our team can check the SMS logs.