SMS is not being received for some customers

Hi David,

Could you please share the support ticket number so that I can have a better background knowledge?

In general, as documented in the Release Note, Twilio Verify V2.0 is now the default SMS service in all environments. Hence if backoffice indicates the signer has requested to send an OTP but the message never got delivered, it most likely regards to the Twilio SMS service and probably the message was blocked due to some reason.

Duo

Hi Duo,

This is the ticket we raised to OneSpan Support regarding to the incident.

CS0073347

For giving you an example, today we had a case where we "restart" the flow for a customer that didn't receive the SMS in his first interaction with OneSpan. In the second case he did, the SMS was received successfully.

These are the types of behaviors we're experimenting.

Thanks and regards.

David.

Hi David,

As we discussed above, sometimes it happens that the recipient can't receive SMS message. According to our previous experience, Twilio support team has suggested the owner of the phone number to do the following before a new attempt.

• Check if the device has enough available space to receive SMSes.
• Check if there are no blocks on the device preventing SMSes to be received (such as "do not disturb enabled").
• Check if the device is within Network coverage area.
• Reboot the device
• Test if the phone number is capable to receive SMSes from other sources besides Twilio.
• Contact the carrier to check if there are any blocks on the phone number

If these don't fit the scenario, please reply back to the support ticket and ask for further investigation with Twilio.

Duo