Understanding SMS delivery issues
Why the text message may not arrive
isolved Applicant Tracking uses Twilio phone numbers to send and receive text messages, including security codes for two-step authentication. In some cases, phone carriers (such as AT&T, Sprint, T-Mobile, and Verizon) may filter or block these messages before they reach your device — similar to how an email provider filters spam.
Personal settings on your device may also prevent delivery.
Note: This delivery issue applies only to the security code text message. It does not affect other SMS features in the platform.
What to do if you don't receive the code
Use an alternate delivery method instead of waiting for the SMS:
System users: Select the email option on the login screen.
Applicants: Select the email option, or log in using your password.
About carrier filtering
For more information on how carriers filter messages, see How Does Carrier Filtering Work? from Twilio.
Updating your personal device settings
If you believe your device settings may be blocking the messages, see AT&T Troubleshooting: Unblocking short codes for instructions on how to allow messages from short codes.
FAQs
Why does this only affect the security code text and not other messages?
Carrier filtering is often triggered by the automated, short-code nature of authentication messages. Other text messages sent through the platform originate differently and may not trigger the same filters.
Will isolved fix this issue?
The isolved team continues to monitor options to reduce or avoid carrier filtering. In the meantime, using the email delivery option is the most reliable alternative.
What if I don't have access to the email option?
Applicants can also log in using their password instead of a security code. If you are a system user and cannot access email-based login, contact your system administrator for assistance.