For You and Your Firm Users
What should I do if I am not receiving SMS codes?
Connect to WiFi: Switching to a reliable WiFi connection may help bypass carrier delays.
Restart the Phone: If multiple code requests have failed, restarting the phone may help reset the messaging service and clear temporary blocks.
Text “START” to our SMS number: If you previously texted “STOP" to the phone number you receive the code from, you've been automatically opted out of messages. Sending “START” will re-enable communication.
- Please note that the Firm360 Support team cannot update to "START" for you because this is a carrier-level blockage.
- The SMS number will be delivered from either 252-588-5772 or 252-888-0018. Please note these numbers are only for SMS deliveries and do not accept incoming calls.
- Mobile carrier outages: Always check for mobile carrier outages.
Best Practice for Users: To ensure uninterrupted access and enhanced security, we’ve proactively reset MFA for affected users. Going forward, we strongly recommend using the Google Authenticator app or Microsoft Authenticator app instead of SMS for verification. This method is more reliable and not dependent on your mobile carrier’s service.
How to Set Up Google Authenticator:
Log into your Firm360 account > locate your User profile on the top right corner of your account > Profile > Multi-Factor Authentication in your Firm360 account.
Follow the step-by-step instructions provided to complete the setup.
Switching to an authenticator app provides a more stable and secure login experience, especially during mobile service disruptions.
Users can use an authenticator app or SMS, clients only get SMS, authenticator app is not supported for clients as this time.
For Your Clients
What should my clients do if they aren’t receiving SMS codes?
If your clients are having trouble receiving MFA codes via text, please ask them to try the following steps:
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Connect to WiFi: Switching to a reliable WiFi connection may help bypass carrier delays.
Restart the Phone: If multiple code requests have failed, restarting the phone may help reset the messaging service and clear temporary blocks.
Text “START” to our SMS number: If they've previously texted “STOP" to the phone number they receive the code from, they've been automatically opted out of messages. Sending “START” will re-enable communication.
- Please note that the Firm360 Support team cannot update to "START" for your client because this is a carrier-level blockage.
- The SMS number will be delivered from either 252-588-5772 or 252-888-0018. Please note these numbers are only for SMS deliveries and do not accept incoming calls.
- Mobile carrier outages: Always check for mobile carrier outages.
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We appreciate your understanding and patience as these mobile carrier issues are resolved. If you or your clients continue to experience login problems, please reach out to our support team for further assistance.
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