MFA Troubleshooting: SMS & Phone Guide

For MFA related tickets and calls, there are a number of items that can be checked before escalating a ticket to IT - Desktop Support. This article outlines some of the basic troubleshooting steps that ITSD should check before this escalation.

📱 MFA Troubleshooting: SMS & Phone Guide

Overview

This article provides step-by-step guidance for troubleshooting Multi-Factor Authentication (MFA) issues with SMS or phone verification. The goal is to resolve common issues quickly before submitting a reset request to Desktop Support.

 

Phase 1: Initial Triage

Before troubleshooting: "Is your phone number the same as it was when MFA last worked?"

• If YES: Proceed to the troubleshooting steps below.

• If NO (New Number/Device): Skip troubleshooting and Create a Desktop Support Ticket.

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Phase 2: Device Troubleshooting

Work through these steps in order. Most MFA "glitches" are resolved by step 2.

1. The "Quick Reset" (Airplane Mode)

• Turn Airplane Mode ON for about 10 seconds, then turn it OFF.

• Why: This forces the phone to reconnect to the nearest cell tower.

2. Signal & Environment

• If you are in an area with a poor signal (like a basement, the middle of a large office), try moving near a window or stepping outside.

3. Check for "Spam" or Blocked Folders

Recent OS updates often filter short-code texts (like Okta’s) into spam folders.

For iOS (iPhone):

• Open Messages > Tap Filters (top left) > Check Unknown Senders or Junk.

• Insert Image: Screenshot of iOS Messages app with the "Filters" button highlighted.

For Android:

• Open Messages > Tap Menu (three dots/profile icon) > Spam & Blocked.

• Insert Image: Screenshot of Android Messages app showing the "Spam & Blocked" menu option.

4. Carrier-Level Blocking

• Check whether you have "Proactive Spam Blocking" through your carrier (e.g., T-Mobile Scam Shield, AT&T Call Protect).

• If needed, contact your mobile carrier and ask them to allow short-code text messages.

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Helpful Tip

Once your access is restored, consider setting up Okta Verify (push notifications), which is typically more reliable than SMS.

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Need Help?

Need additional information or assistance? Get support by submitting a ticket via the TDX portal.