SMS sends have remained at a consistent success level for the past two hours. We are declaring this incident to be resolved.
Posted Jan 19, 2023 - 16:48 EST
Update
We have verified that our SMS success rate has increased to normal levels. We will continue to monitor this metric for the next hour and will provide additional information at that time.
Posted Jan 19, 2023 - 14:52 EST
Monitoring
We have identified the increased error rate as a downstream issue with the service availability of the major wireless provider(s) in Mexico/Latin America. This issue appears to have been partially mitigated, as SMS message send/success rates have been steadily increasing for the past hour.
We will continue to monitor the success rate of SMS authentication, and will update once this rate has reached normal percentages.
Posted Jan 19, 2023 - 13:17 EST
Investigating
We are currently investigating an elevated error rate to customers in Mexico with our text messaging provider. 2FA or phone verification codes delivered by SMS may return errors or fail to be delivered.
Other two factor authentication mechanisms, such as Authenticator App (TOTP) or backup codes, should be unaffected.
The team is working to identify the cause and resolve it. We appreciate your patience in the meantime.