Starting around 1:12 PM on June 8, our monitors detected an issue with our primary, third-party SMS (simple message service) provider used for sending MFA (multi-factor authentication) codes. This issue caused intermittent delays when sending messages. While we have a secondary provider, the automatic failover did not occur as expected due to the nature of the primary provider’s SMS issue: the primary actually acknowledged our system’s call to send a message and would queue it but ultimately fail to deliver it promptly. Once our team detected the issue via our monitoring system and performed an investigation, we initiated a manual failover to our secondary SMS provider to reduce any service disruptions for our customers around 2:34 PM. Our primary provider resolved their issue at 5:06 PM, and we manually switched back around 8:43 PM.
One of our 3rd party service providers experienced an intermittent service disruption which impacted MFA SMS delivery.
We apologize for any disruption in services during this incident. We will review our SMS provider failover thresholds to make them more sensitive to prevent this type of challenge from affecting our customers again.
Telesign Status Page Incident: https://status.telesign.com/incidents/t201ymq6kl1f
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