Answered question

SMS (2-factor authentication) issues

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

Hi Folks,

Most of the 2-factor authentications which are common have been deployed and ready to use. We are aware that there might be some we are still missing, we are still working with the aggregator companies to enable the remaining companies that are missing. We're hoping they can enable the remaining companies to use with Fizz ASAP.

Thank you for your patience :)

Jay

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Aleksei
Aleksei

Aleksei

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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?

Aleksey
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Aleksey

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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!

Radu
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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.

George
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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.

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

Aleksey
Aleksey

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2FA? or iMessage activation message?
From full or short number?

Doesn't work for me

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 !

Corina

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.

Corina

Stuart
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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.

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....

Tommy
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So if I understand correctly; Fizz is no longer in Beta and Live but this essential function is not working?

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.

Aleksey
Aleksey

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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.

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.

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.

Stuart
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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.

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:)

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.

Thank you for sharing @Simion - we completely agree - hopefully, this will be a thing of the past very soon - however no ETA yet :(

Will keep you posted!

-Fizz

Francois
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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?

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.

Francois
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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.

Jim
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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?

Kristoffer
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Locked out of my Paypal account...
They have the option to call you but each time I receive a call, it immediately hang out...