When two-factor authentication (2FA) is enabled for a user in Talk2m, they will need to authenticate with a text message before logging in. If a user isn't receiving a text message, here is how to submit a support request to receive help.
APPLICABLE PRODUCTS
- Talk2M account
- Ecatcher
- M2web
ISSUE
When logging in the user is prompted to enter a security code, but they never receive a text message.
ANSWER
Most likely, an SMS routing issue is preventing the text message from arriving.
- Open a support ticket on the HMS Support platform
- Select the product group "Talk2m Account Changes"
Make sure to include the following details:
- Phone number
- Cellular provider