authentication – How to identify why two-factor SMS messages are never received from certain websites


I have accounts with three financial websites which only offer two-factor authentication codes to be sent via text message or phone call, but when I request codes via text message, the messages are never received. When I choose the phone call option, however, I do receive the call.

Troubleshooting steps taken:

  • Requesting codes multiple times does not solve the issue – I never receive any texts.

  • I’ve verified that I have not blocked any phone numbers, either on my phone’s local settings or within my account with my cellular carrier.

  • I can receive codes from all other websites on which I use two-factor authentication and receive codes via text message. This only happens with these three websites. Also, there is no relation between these three sites – they are all for completely separate financial institutions.

  • Reaching out to the customer service/technical support departments of these three websites or my cellular carrier has not produced any helpful information or solutions.

I want to be able to figure out why this happens and make it so I can receive texts, so that in the event that the phone call option is removed or temporarily unavailable for any of these sites, or I start using a new site which also has this issue but does not offer the phone call option, I won’t lose access to my accounts.

How else could I troubleshoot this problem?

Also, I posted this question in the Information Security Stack Exchange site because it relates to multi-factor authentication but someone closed the question because they felt it was not related to security.