Clients not receiving 2FA codes

Troubleshooting client 2FA issues, including Google Authenticator and SMS confirmation options

Problem

A client has enabled either Google Authenticator or SMS confirmation in the Security section of the B2CORE UI, but can't receive 2FA codes.

Possible reasons

Google Authenticator:

• The client has lost access to the app or the device on which it was installed.

• The app isn't generating valid codes due to incorrect time synchronization on the device.

SMS confirmation:

• The SMS provider configuration in the Back Office is incomplete or incorrect.

• Your SMS provider account doesn't have sufficient balance.

• The SMS provider service is temporarily unavailable.

• The client’s mobile operator blocks or delays SMS messages.

Solution

To fix 2FA issues:

1

Verify client 2FA settings

• In the Back Office, navigate to Clients > General.

• Find the client in the list and click the Edit button.

• In the client details, go to the Settings tab.

• In the 2FA section, check whether one of the 2FA options is enabled for the client. If not, the client must enable 2FA in the Security section in the B2CORE UI.

2FA section in client details

2

Troubleshoot Google Authenticator

If the client can't generate valid codes or has lost access to the app or device:

• You may disable the option on the Settings tab in the client details in the Back Office.

• Ask the client to re-enable the Google Authenticator 2FA in the Security section in the B2CORE UI.

Disabling 2FA removes an additional layer of protection. This action should only be performed at the explicit request of the client and under their sole responsibility.

3

Troubleshoot SMS confirmation

• In the Back Office, navigate to System > SMS providers.

• In the provider list, click the Edit button for the related provider, such as Twilio, to open its configuration details.

• In the the Provider settings section:

  • Verify that the credentials are correct.

  • Ensure that the configuration is enabled.

  • Confirm that your SMS provider account has a sufficient balance for message delivery.

Twilio provider settings

If the configuration is correct but issues persist, contact the SMS provider to check for service disruptions or delivery issues with the client’s number.