Unable to Receive SMS After Enabling SMS for Distribution of Security Codes in the VIP Manager and Self-Service Portal
Article ID: 164575
Updated On:
Products
Issue/Introduction
After enabling the SMS for distribution of security codes in the VIP Manager and the Self-Service Portal, users are unable to receive the SMS message.
Cause
The cause of this error could be for one or all of the following reasons.
1. The user store does not contain a phone number for the end user.
2. The phone number contained in the user store is not a full phone number.
3. The SMS failed to send to the user.
Please note that the SMS for distribution of security codes is not enabled by default for all VIP accounts. It can be set in VIP Manager under Policies on the Components tab.
Resolution
Method 1
Make sure there is a phone number field in the user store. In the VIP Enterprise Gateway 9.8, this can be set under the User Store tab by selecting the appropriate user store and going to Search Criteria. Verify that SMS is checked.
Method 2
In LDAP, the phone number must be listed with country code and area code. For example, if the end user’s phone number is in the United States and has an area code of 650, the phone number should be listed as 16505555555. 1 is the country code for the United States.
Method 3
If Method 1 and 2 are confirmed, and the end user is still not receiving the SMS, please contact technical support by clicking on the Contact Us link below.
Feedback
