Question:

What could be the cause of the delayed or missing SMS authentication codes from Mimecast, and how can we resolve this problem?

Answer:

Mimecast is a cloud-based email security and continuity service that offers 2-Step Authentication as an option to protect user accounts from unauthorized access. 2-Step Authentication requires users to enter a one-time verification code in addition to their email address and password when logging in to Mimecast applications. The verification code can be delivered via email, SMS, or a 3rd party application compatible with the Time-based One-Time Password algorithm (TOTP).

However, some users may experience delays or failures in receiving the verification code via SMS, which can prevent them from accessing Mimecast. This can be frustrating and inconvenient, especially if they need to access their email urgently. What are the possible causes of this problem, and how can it be resolved?

There are several factors that can affect the delivery of SMS verification codes from Mimecast, such as:

• Network issues: The SMS verification code is sent from Mimecast to the user’s mobile phone number via a third-party SMS gateway provider. If there are any network disruptions or congestion between Mimecast, the SMS gateway provider, or the user’s mobile network operator, the SMS may be delayed or lost in transit.
• Mobile phone settings: The user’s mobile phone must be able to receive SMS messages from Mimecast. If the user has enabled any settings that block or filter SMS messages from unknown or spam numbers, the SMS verification code may not reach the user’s phone. The user may also need to check the storage space and battery level of their phone, as these can affect the reception of SMS messages.
• Mimecast settings: The user’s mobile phone number must be registered and configured correctly in Mimecast. The number must be in the full international format (e.g., +85212345678) and assigned to a single Mimecast attribute that is used for SMS verification. The user must also be configured to use 2-Step Authentication with SMS in their authentication profile and application setting.

To resolve the problem of delayed or missing SMS verification codes from Mimecast, users can try the following steps:

• Check the network status: Users can check if there are any network issues affecting the delivery of SMS messages from Mimecast. They can contact their mobile network operator or visit their website to see if there are any service outages or maintenance activities in their area. They can also try to switch to a different network mode (e.g., 4G, 3G, 2G) or location to improve the signal strength and quality.
• Check the mobile phone settings: Users can check if their mobile phone is able to receive SMS messages from Mimecast. They can disable any settings that block or filter SMS messages from unknown or spam numbers, and make sure they have enough storage space and battery power on their phone. They can also try to restart their phone or remove and reinsert their SIM card to refresh the connection.
• Check the Mimecast settings: Users can check if their mobile phone number is registered and configured correctly in Mimecast. They can log in to the Mimecast Personal Portal using an alternative verification method (e.g., email, 3rd party application) and go to the Account Options > SMS Services page to verify their number. They can also contact their Mimecast administrator to confirm their authentication profile and application setting for 2-Step Authentication with SMS.

If

none of the above steps work, users can contact Mimecast support or their Mimecast administrator for further assistance. Alternatively, users can switch to a different verification method (e.g., email, 3rd party application) for 2-Step Authentication, if available and supported by their Mimecast configuration. This can provide a more reliable and convenient way to access Mimecast applications without relying on SMS messages..