When setting up two-factor authentication, once you navigate to the 'TFA setup - SMS' screen, begin by selecting your carrier's country from the drop-down menu, and then type your mobile number in the field adjacent.
If you are seeing an error message indicating that your number isn't being accepted or cannot receive the verification code, please go through the following checklist to ensure all the conditions below have been met.
Please note that you may receive the code from the number ‘22395’ (USA) or ‘28849’ (Canada). Ensure that these numbers are not blocked in your contact list.
General Tips for Both iPhone and Android:
- Check Do Not Disturb Mode: Both iPhones and Androids have a "Do Not Disturb" feature that can prevent notifications of incoming messages. Ensure it’s not enabled.
- Check Storage Space: If your phone is out of storage, it may prevent SMS from coming through. Make sure you have enough free space on your device.
- Check for Software Updates: Ensure your device is running the latest software, as bugs affecting messaging may have been fixed in a newer version.
- Send Yourself a Test SMS Message: In order to verify that your phone is able to receive any SMS message successfully you can send yourself a test message using the https://www.siteuptime.com/test_sms.php website. If the test message arrives successfully, you will know that it is most likely not your phone that is preventing the Benevity TFA SMS messages from getting through to you.
If you’re still having problems receiving SMS messages on your phone, here is a platform-specific guide with more things to check.
For iPhone:
- Check Network Connection: Ensure that your iPhone has a stable cellular signal (look for vertical signal bars at the top of the screen). Note that SMS messages only use the cellular phone connection, and not WiFi/data. If you’re in a low-coverage area, try moving to a place with better reception.
- Toggle Airplane Mode: Turn on Airplane Mode (from the Control Center or Settings) and then turn it off again. This can help reset the connection to the mobile network.
- Restart Your iPhone: Sometimes a simple restart can fix temporary issues. Press and hold the power button (and volume button on newer models) to turn off the phone, wait a few seconds, and then turn it back on.
- Check for Carrier Settings Update: Go to Settings > General > About. If there’s a carrier settings update available, a prompt will appear to update it.
- Check for Carrier Restrictions: Some carriers block certain services (including SMS or MMS) or have limitations for prepaid plans. Make sure your plan supports SMS, and that there are no blocks or restrictions on your account.
- Reset Network Settings: If none of the above works, you may need to reset your network settings: Settings > General > Reset > Reset Network Settings. Caution: This will reset all of your Wi-Fi passwords and VPN settings, so make sure you have those available to re-enter as needed.
- Contact Your Carrier: If you're still not receiving messages, reach out to your mobile carrier to check for any issues with your account or service.
For Android:
- Ensure that your Android phone has a stable cellular signal (look for vertical signal bars at the top of the screen). Note that SMS messages only use the cellular phone connection, and not WiFi/data. If you’re in a low-coverage area, try moving to a place with better reception.
- Toggle Airplane Mode: Turn on Airplane Mode (from Settings) and then turn it off again. This can help reset the connection to the mobile network.
- Restart Your Phone: Sometimes a simple restart can fix temporary issues. Press and hold the power button to turn off the phone, wait a few seconds, and then turn it back on.
- Check SMS Settings: Go to Settings > Messages or Settings > Network & Internet > Mobile Network and ensure everything is configured correctly for SMS. Make sure SMS Service Center settings are correct (your carrier should provide this information if needed).
- Check for Carrier Settings Update: Go to Settings > About Phone > System Updates and check for any carrier settings or software updates.
- Check for Carrier Restrictions: Some carriers block certain services (including SMS or MMS) or have limitations for prepaid plans. Make sure your plan supports SMS, and that there are no blocks or restrictions on your account.
- Ensure SMS is Enabled: If you’re using an app like Google Messages, ensure SMS is enabled: open the app, tap the three dots in the upper right corner, go to Settings, and check Advanced settings to ensure SMS/MMS is enabled.
- Reset Network Settings: On Android, go to Settings > System > Reset > Reset Network Settings. Caution: This will reset all of your Wi-Fi passwords, Bluetooth connections, and VPN settings, so make sure you have those available to re-enter as needed.
- Contact Your Carrier: If you're still unable to receive SMS messages, contact your mobile carrier. There might be issues with your account, network, or service restrictions (e.g., SMS blocking, network outages, or account-related problems).