Issue with missing SMS authentication codes
isolved is aware of continued reports from a small number of users who are not receiving SMS authentication codes.
3/2/2026 from isolved:
Some users are continuing to experience issues receiving SMS authentication codes. While codes are being generated successfully on our end, we are aware that delivery is failing for a number of users. We are treating this issue with the utmost urgency. We have held several meetings with our SMS delivery provider and are actively working toward a resolution. In parallel, we are also in the process of evaluating an alternate vendor to ensure delivery reliability going forward. We will continue to provide updates as soon as there is progress to share.
In the meantime, we recommend the following: If an alternative login method is available (email verification, passkey, or authenticator app), please use that as a temporary workaround. Thank you for your continued patience as we work to resolve this as quickly as possible.
Recommended Workarounds
Best Practice Solution
Use an alternative login method such as Passkey or Authenticator App.
Passkeys provide a more secure and reliable login experience and are not impacted by SMS delivery or carrier-level filtering.
You and your employees can use these guides to help you get them set up:
How to Set up a Passkey for isolved
How to Set up an Authenticator App for isolved
Alternative Workaround
Follow these steps to improve delivery if you are still relying on SMS.
- Confirm that the user's mobile number on file is correct.
- Check the MFA Security level on your account.
Use this guide and reach out to PremierNow support if you have questions on whether the level of security you require for your employees should be changed.
- Have the user save the isolved SMS numbers as contacts in their phone to prevent messages from being filtered as spam.
The phone numbers are +1-256-826-0180 and +1-740-298-9104.
- Have the user check their junk/spam and filtering/screening settings.
Users should check Spam or Junk message folders, or temporarily disable SMS spam or message-blocking settings (especially on iOS). Check screened messages by performing the following steps:
On iPhone (iOS)
- Open the Messages app.
- Tap on Filters (usually at the top left) or scroll down to see folders.
- Select Unknown Senders to see messages from numbers not in your contacts.
On Android (Google Messages)
- Open Google Messages.
- Tap the three dots (More options) or your profile picture, then go to Settings > Spam & blocked or Spam protection to find filtered messages.
On Android (Samsung Messages/Other Apps)
Look for folders like “Spam,” “Filtered,” or “Blocked” directly in the app’s main menu. Some apps might show a “Show filtered SMS” link on the home screen.