SMS (2-factor authentication) issues
Whizz
Posts: 23,501 admin
Hey Community,
We understand that some Fizz members are reporting an issue; they are not receiving text messages (SMS) from certain companies such as Interac, Facebook and Amazon to name a few.
The staff at Fizz is working around the clock in order to fix the situation. The service should be fully functional in the coming weeks. Most companies offer an alternate mode of communication. We recommend you choose one for now, and we will inform you when things are up and running.
Thank you for your understanding and patience as we go through the final hurdles of our beta test.
Thanks,
-Fizz Community Team
155
Answers
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Hi guys, happy to hear your team is working hard on fixing that issue. Can you please provide to us the approximate date?66
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Thank you for making it official statement.
> some Fizz members are reporting an issue
I would love to talk to one member that does NOT have an issue receiving SMS.
> The service should be fully functional in the coming weeks
I don't want to sound ignorant, but are we talking about 2 weeks or 52 weeks?
Another issue I faced this morning - is that I can't login to my business processing account and they don't offer alternative method except going via full account recovery that takes 2 business days.
Really appreciate your feedback!65 -
It's a shame. this problem is known for more than a month, all my accounts are locked. There is no call support line and the chat bubble disappeared for more than a week. I'm giving you 1/10 for communication. Not zero because you have a website and you finally admitted it...
It's beta, I get it. But I didn't imagine your costumer support is near that bad. How can you post ads in public space if you can't even give basic services to your costumers. I would pay x5 more if it's what it takes to receive actual good service.64 -
I second the reply made by Radu D.
I should also mention that I received a call from the retention of my previous provider and I suspect numerous people are too. If Fizz doesn’t sort this out within hours/days, chances are they will lose lots of people very soon.62 -
Hi Folks,
Thank you for taking the interest in sharing your thoughts - It's greatly appreciated and exactly what we want!
We hear you, and we understand that this issue is causing some heartaches with our new members - it's definitely no fun...
We can't share an ETA at the moment as we do not want to thread on false promises, rest assured that this is one of our top priorities and it will get fixed soon.
We will update you and this thread once we get more updates.
Cheers,
Community Team #beta #togetherwearestronger
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I don't know about others but I got verification code from Apple on my Fizz iPhone 6 today.
. 57 -
2FA? or iMessage activation message?
From full or short number?
Doesn't work for me57 -
It was a 2FA verification code. iMessage and FaceTime activation still doesn't work from number.54
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Hi Aleksei,
We don't have an exact date, but I assure you that it's getting done.
We really appreciate your patience.
At your disposal.
Corina53 -
Hi Radu,
The chat bubble is still present on our site. You can also look into our FAQs which are pretty helpful. Morover, if the chat bubble is not shown, you can send a message on Facebook or Twitter anytime.
We do our best and I can assure you that our agents will do all for you.
Have a nice day !
Corina53 -
Hi René,
This is under investigation and it will be solved the fastest possible.
Don't worry, our team does its best for you.
We are always available by chat or Facebook Messenger.
Corina53 -
Still nothing as of Nov 20. This has been an issue since day of joining the beta over 7 weeks ago. SInce 2FA is a huge part of security these dayts, you would think they could find a solution a bit quicker than this.56
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I opt out of the Unlimited Text because I don't use them and when I saw I don't receive any of 2FA messages I asked support, I got an asnwer that I have to have SMS plan on my account to receive any SMS ( o_O ) and I was suggested to change my plan, change that activates in 1 month! So another option I was suggested to buy an SMS add-on. I did. Still no 2FA messages.
I though it is me that is having this issue. Now I see I am not alone. I am locked of many accounts because of this. Some very important accounts. It is unacceptable.
I guess it's a a lesson to learn to get some other ways of 2FA and not rely on phone line providers....55 -
So if I understand correctly; Fizz is no longer in Beta and Live but this essential function is not working?59
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Exactly, this is as important as receiving calls. And it doesn't work.
What is worst actually that they are OK with that to be fixed in WEEKS. That is something that should be fixed in a couple of hours, 2 days max.55 -
They probably think that 2FA is only used by small percentage of people.
Also, black Friday discounts brings their competitors pricing much lower. just saying.53 -
Wow I wish I had known of this issue before joining. This is almost a dealbreaker since I can't even login to my online banking without getting a 2FA code sent via text to my cell. Will give it a few days to see if it's fixed before switching back to Freedom Mobile.53
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So 2 weeks (13 days) are gone. Any info on this? I really don't want to start restoring my accounts because of this, I better restore my previous phone provider. Please don't get quiet in this issue. At least tell us what is the issue created by. Is it a technical incompatibility (taking into account the type of network Fizz is) or a bug in the code (not likely) or a legal issue or anything else, so we can understand why such a basic and important thing is not working and be more indulgent with it. Or if the issue might be more complicated to solve so we can move our services to an other phone number that can get these messages. A lot of things are in limbo now because I don't want to switch providers once again and I hope I wake up next day and it is working. Please update, thank you.55
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No update and still not working as of last night. At least my bank app has the option to get a voice call, but this is now beyond annoying.53
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Hi Folks,
We understand that this is truly frustrating, it's also frustrating for us
Hang-on will get this one fixed and out of the way as well:) 50 -
Does that mean it will be fixed today?51
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By the way FYI, not all the services that have the 2FA setup are offering a phone call or any other simple ways to authenticate, instead of messages. I literally have a service that is asking for either:
1. 2FA SMS
2. fill up the forms to restore you accounts, with pictures of docs and stuff.
I just felt that it should be known that in some cases there is no other way around it. It's not only that 2FA SMS is a easier, more confortable way.
I'm glad somebody from Fizz is still reading these threads. Hopefully a solution is in the works and it will not take more than a couple of days more. Cheers.50 -
Was just informed it will be a few more weeks52
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I'm really curious to know what makes this challenging.
I though these guys were just sending genuine SMSes but seeing you struggling with the issue I guess it's not it.
Do they interface with your servers through some direct API and then you are sending the SMS?
Care to share some technical info on this?
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I'm not an expert, but I think it's a short number protocol type thing.48
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I agree it should be the ones that come from a short number. I was able to get a few 2FA texts from some services, but all of them came from long numbers. Other services are not getting though and I'm guessing they suppose to use short numbers. Although the issue may be something else, and I don't think the support here is informed enough o give us a technical answer.49
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Ah I think you're right.
Github works and it's a normal number. But google and amazon doesn't and uses a 5 or 6 digit source number.
49 -
I would love to know an ETA. I read above that a Fizz rep suggested that an account be modified??
Doesn't the terms of the Beta agreement say that if you change your plan that you're Beta prices are not locked in?50 -
Locked out of my Paypal account...
They have the option to call you but each time I receive a call, it immediately hang out...47 -
After some digging, it seem that Fizz is not yet part of the "txt.ca, Canadian Common Short Codes" of the CWTA (Canadian Wireless Telecommunications Association): http://www.txt.ca/en/carriers-and-aggregators/
It seem to be required to handle short codes like Paypal and all the other ones in this list: http://www.txt.ca/en/current-short-code-programs/
So I'll write to them, maybe this could help to make things move on their side...
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Good catch Kristoffer. Hopefully this will help their specialized teams resolving this48
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I believe this is the answer to our questions. And they know that and maybe applying to be part of it just takes time, that's why they can't do anything and just delay us until they get approved. This can't be a technical issue as 1.5 months is a lot to get it fixed. So it may be some legal/bureaucracy thing.48
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Jim B, yes I was suggested to modify my account to be able to get SMS and I didn't know I will lose the beta prices. They send that email about not modifying your plan a day after I contacted the Support, so I was unaware of that.
So I was at the point were I screw up my beta plan because of 2FA issue and a not so careful support advice. After I realized what happened I contacted them again asking to cancel the modification of the plan, they said they can't do it on their end nor is there any other way to do it. But I found a "Cancel ..." button in my Fizz account after a couple of days and clicked it. Will my Beta plan modify or not, I guess I will have to see next month, but I changed and canceled the changes of the plan before anything came into effect. We'll see.48 -
Having this issue with 2FA logins47
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Just checking in to see if there is an update on this issue?46
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Rob, above said a couple of weeks (7 days ago), so I will not hold my breath for at least a week more.45
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Hello, i join fizz last evening. So far the process was very simple. One massive headache is that mms service on txt msg. i've tried to send pics to my friend and it wouldn't go. this morning, however, I have received a txt msg from Fizz asking me to "Install" some application for mms functioning. Before I could take action, it disappeared. Can Fizz send it again to my cell so that i can install it and fix the mms issue?
Thank you.44 -
This is not the thread to ask this qustion, however you can look at this link and setup your APN settings:
https://fizz.ca/en/faq/what-are-fizz-network-settings-apn43 -
Hi Fizz, I think we all understand how hard your team is working and that's why I'm happy to be a part of this community and I'm farely sure many of my peers here are glad to help and provide feedback. We are also very patient and understand all the challenges you guys are facing aren't easily fixable. Keep up the good work!29
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^ Ha ha ha28
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LMAO
xoxo (‿ˠ‿)
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Hello,
I am also having this issue with 2FA systems with Blizzard and Google. This is quite frustrating, and would like to see a fix for this as I currently cannot login to my accounts due to this issue.
Please provide some sort of ETA as this has now been going on for a month with no apparent fix in site.28 -
Agreed,
I'm guessing next week is the limit to get it done.
28 -
It's been a month now, you're gonna see a lot of people going away from Fizz, including myself and pretty much everyone I got on board.26
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I am still experiencing this issue, here are the companies I need communication with: Microsoft, Twitter and Google (I deactivated all the others but these are not optional). For Microsoft and Twitter it doesn't work at all, for Google it works after 2-3 tries.
Any recent news about this issue?26 -
I know they are still working hard on the issue but is that not working for everyone or just for certain people?26
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Its' funny that included with every response that I see is a Fizz signature that says "Cooperation is a beautiful thing." Yet, Fizz never responds on these issues. This is a CRUCIAL issue for users because many have 2 step verification, that cannot be changed, associated with their Google and financial accounts. This isn't just some casual social accounts we're talking about. This is very serious and Fizz (Videotron) needs to provide real answers!28
This discussion has been closed.