I'm not receiving SMS messages for two-factor authentication

Uh-oh, that's not good! One of a few different things might be happening:

• The text message isn't being triggered to get sent.
• There's no phone number on file for your user account, so HIFIS doesn't know where to send the text message to. (If this is the case, someone needs to modify your user account)
• The phone number associated with your user account is incorrect, so HIFIS is sending a text to the wrong destination. (If this is the case, someone needs to modify your user account)
• Something is blocking the text message from being deliverd to you, like a spam filter. (This is the most inconvenient!)
• The server isn't set up correctly, so texts aren't getting sent out at all. Whoops! (If this is the case, your IT support needs to modify the server)

Here is what you can do:

1. Make sure you can receive text messages at all: your cell phone is near you, you have cell reception, your phone is not on airplane mode, and your plan isn't out of incoming text messages.
2. Next, wait a few minutes. There could be a delay, and the text just hasn't arrived yet. Patience might solve the problem!
3. On the login screen, if your browser is saving the username and password so that it's already entered when you load the page, it could be that HIFIS doesn't know when it needs to send out a text message. Try clicking the Refresh button (the two circular arrows) to the right of your username. This will trigger HIFIS to send you a new text message.
   
4. Get your supervisor involved:
   1. Ask your supervisor to confirm that there is a phone number attached to your account in the Security Key field, and that it's your phone number, and it's stored in the correct format. It should be 10 digits with no punctuation or spaces, like 6135551234. If the phone number on file is missing, or incorrect, or in the wrong format, the text messages won't get to you.
      
      
   2. If you've confirmed that the phone number on file is correct, you've tried hitting the Refresh button and you're still not getting texts, check if your supervisor (since they're already involved) or another coworker is receiving text messages when they login. If they don't receive a text either, it's likely there's a larger problem.
5. If other people are receiving text messages and you aren't, the issue is unique to you. It's not your HIFIS user account because we've confirmed the phone number is correct, valid, and stored in the right format, so it could be your phone or your carrier.
   1. Try adding the HIFIS phone number for your community as a contact. It's possible that your phone's spam settings are blocking texts from unknown numbers in reaching you.
   2. If the HIFIS phone number for your community was already a contact, try deleting it and re-adding it as a contact on your phone.
   3. Check your text messaging application on your phone and look up your settings related to blocked numbers and spam filters. (Sorry we can't provide specific advice because there are just too many phones out there; if you need help, perhaps your organization has an IT person that can help you?) Make sure the HIFIS phone number for your community isn't explicitly blocked, and that your spam filtering settings aren't too restrictive.
   4. Text START to the HIFIS phone number for your community. It's possible that you have opted out of text messaging from that number (i.e. unsubscribed from the list) so to respect your wishes, HIFIS stopped sending texts to you. Probably not what you meant to do, but this should resolve the matter!