Why are SMS messages not arriving for users in the United Kingdom, Australia, or Singapore?

In this topic, you will find information about why SMS messages for multi-factor authentication may not be arriving to the user, if the user is located in the United Kingdom, Australia, or Singapore.

Internet authorities in United Kingdom, Australia, and Singapore block all Internet applications from sending SMS messages to mobile numbers in these countries. This was introduced in October 2023 by these countries as a measure to treduce smishing: SMS messages that the residents of these countries are receiving from scammers.

This measure affects all cloud applications and has nothing to do with Portnox. Portnox has no means of going around this limitation.

Note: While we are aware of such a limitation in the listed countries, it is possible that other countries already introduced or will introduce similar measures in the future.

Proposed solutions:

Use an Authenticator app, such as Google Authenticator or Microsoft Authenticator, instead of receiving SMS messages as your MFA method.
If you cannot use an Authenticator app, turn off multi-factor authentication.

For more information on how to configure your account and change the MFA method, see the Manage your administrator account.