8x8 Multifactor Authentication (MFA) SMS not being recieved

Incident

8x8 Multifactor Authentication (MFA) SMS not being recieved

Status: closed
Start:
End:
Duration: 9 hours 25 minutes
Affected Components:
Americas SSO
Investigating

8x8 is investigating reports of administrators attempting to Multifactor Authenticate to 8x8 Services via SMS are not receiving the text messages to USA +1 region numbers.  Authentication via email and all other MFA methods are working as design and this is currently only being reported with SMS.  We are currently investigating and will provide updates as they become available. 

Update

Our engineers are currently still investigating the issue as a matter of urgency. We will continue to provide updates as they become available. 

Investigating

8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 

Identified

8x8 has identified the issue causing SMS MFA authentication to fail and are working to resolve the issue. We will provide further update as they become available and we again apologize for the inconvenience. 

Update

8x8 has identified that the SMS failures are only occurring mostly to T-Mobile and Verizon SMS destinations. If a user has setup alternate authentication such as with 3rd party SSO application the please attempt those methods instead. For any administrators that need immediate access, please contact support to explore other login options. We are continuing to work on restoring full SMS authentication for MFA logins. We apologize for the delay in resolution. 

Update

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 30 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Update

8x8 continues to work to mitigate the issue causing MFA SMS messages to not be received.  As a reminder, if a user has setup alternate authentication such as with 3rd party SSO application the please attempt those methods instead. For any administrators that need immediate access, please contact support to explore other login options. 

To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue. 


Update

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Update

8x8 continues to expedite the resolution of the MFS SMS issue. We will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Update

8x8 continues to work to mitigate the issue causing MFA SMS messages to not be received.  As a reminder, if a user has setup alternate authentication such as with 3rd party SSO application the please attempt those methods instead. For any administrators that need immediate access, please contact support to explore other login options. 

To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue. 

Update

8x8 continues to work towards resolving the MFA SMS issue. We will continue to provide regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Update

8x8 is seeing improvement in the delivery of the MFA SMS messages. We will continue to monitor the issue and provide confirmation once it is resolved.

Resolved

8x8 has confirmed that the MFA SMS issue is resolved. If you still experience issues with MFA SMS, please contact 8x8 support. We apologize for any inconvenience caused.

Copyright (C) 2022.