MFA codes via SMS not being delivered (25 July 2025)

Rav
Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager
edited July 25 in Accounts Hosted
MFA Outage.png

Hi everyone

We're currently investigating an issue affecting MFA codes not being delivered via SMS when logging into Reckon Accounts Hosted, Reckon One and the Reckon Portal.

We're currently investigating where this issue is stemming from and hope to have more info to share very soon.

In the interim, if you have access to the Recovery PIN for your account you can revoke your existing MFA and instead setup MFA on an authenticator app such as Google Authenticator which bypasses SMS and instead generates MFA codes directly via the app.

For more info on revoking MFA using your Recovery PIN and setting up MFA with an authenticator app, check out the links below -

✨ Revoking MFA with your Recovery PIN

✨ Setting up MFA with an authenticator app

Sincere apologies for the inconvenience this is causing at the moment, I'll post further updates below as soon as they come to hand.

Comments

  • Glenda_7846464
    Glenda_7846464 Member Posts: 63 Reckoner Reckoner

    I am having trouble in receiving the MFA security code. I have reset my phone but still the security code doesn't show up.

    Just tried a different brower and still the MFA code is not coming through.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager
    edited July 25

    Hi there @Glenda_7846464

    Thanks for flagging. Do your SMS codes for MFA usually come through instantly?

    Which mobile network provider are you with?

  • Glenda_7846464
    Glenda_7846464 Member Posts: 63 Reckoner Reckoner
    edited July 25

    Yes, they come through instantly. I am with Optus through Dodo.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager
    edited July 25

    Thanks for that @Glenda_7846464, we're currently investigating this right now and I've just put up an announcement for this so I'll merge your post with it. Apologies for the hassle its causing, I'll keep you posted with more info as soon as I have it.

  • Glenda_7846464
    Glenda_7846464 Member Posts: 63 Reckoner Reckoner

    Thank you Rav; much appreciated.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hi again @Glenda_7846464

    Can I please get you to try again now? We believe things may be returning back to normal but I'd be keen to hear if you're able to login successfully.

    Let me know when you can.

    Cheers

  • Glenda_7846464
    Glenda_7846464 Member Posts: 63 Reckoner Reckoner

    No, not getting anything.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hmm ok thanks for trying @Glenda_7846464

    I've just tried myself on my own account and the code came through as normal whereas previously it wasn't. Let me ping my team about this again and I'll come back to you.

  • Nick_8326929
    Nick_8326929 Member Posts: 31 Reckoner Reckoner

    Thanks Rav

    i to am not receiving the MFA sms….i have no idea where i have or can get my Recovery Code

    Are you abler to point me in the right direction

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hi all,

    Just a quick update, we've got the teams looking into this as we speak. Hoping to have more info to share shortly.

    @Nick_8326929 the Recovery PIN would have been setup when you first added MFA to your account. If you're not sure of what it is, then please give our technical support team a call and they can arrange to have your existing MFA revoked so that you can set it up again using an authenticator app.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    UPDATE

    The cause of the issue has been isolated to our upstream technology partner AWS, who have engaged their engineering team to address this ASAP.

    Apologies again for the frustration this is causing at the moment. I'll post further info as soon as it comes to hand.

    As mentioned in the opening post, as a workaround you can revoke your existing MFA using your Recovery PIN and then set it up using an authenticator app which does not use SMS. If you're not sure what your Recovery PIN is, please get in touch with our support team who can facilitate revoking your existing MFA.

    If you have any questions around the above, please let me know.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    UPDATE

    Hi again everyone,

    We believe this issue is now resolved but again we'd like to hear if it's all working correctly for you.

    Please let me know how you go.

  • Glenda_7846464
    Glenda_7846464 Member Posts: 63 Reckoner Reckoner

    I have just come back to my computer and I am glad to say I can now login.

  • Nick_8326929
    Nick_8326929 Member Posts: 31 Reckoner Reckoner

    nice Rav

    its works for me too

    however the sms comes to me titled as ÜNVERIFIED

    I dont recall seeing that before

  • Glenda_7846464
    Glenda_7846464 Member Posts: 63 Reckoner Reckoner

    That was the same for me too.

  • Glenda_7846464
    Glenda_7846464 Member Posts: 63 Reckoner Reckoner

    Why is the MFA sms still titled as UNVERIFIED?

  • Kris_Williams
    Kris_Williams Member Posts: 4,277 Reckon Hall of Famer Reckon Hall of Famer

    yes I noticed that too

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Morning folks

    Thanks for flagging the change in sender name. I just checked it out as well and I got the same result. I'm not quite sure what's causing that but let ping my devs about it and see what we can do about that.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hi again everyone

    The situation where the sender name for MFA codes displaying as UNVERIFIED should now be resolved.

    Your MFA codes will show RECKON as the sender as it was previously.

    Thanks for your reports on this!

  • Nick_8326929
    Nick_8326929 Member Posts: 31 Reckoner Reckoner

    nice work as always Rav

    thanks a bunch

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