Enable SMS method for device activation.

SMS method is disabled for device activation.

Admin Solution
This setting allows users to complete device activation by entering a one-time passcode delivered via SMS. If a user has other identity verification methods registered, Salesforce automatically uses the strongest method available. 

Step 1: Verify MFA Settings

Ensure Multi-Factor Authentication (MFA) settings in Salesforce allow SMS as an authentication method. This involves checking both the org-wide settings and any specific profiles or permission sets that might override default behaviors.

Step 2: Confirm User Phone Numbers

Make sure each user's profile has a correct and verified mobile phone number. A common oversight is missing or incorrect country codes.

  • Example: Instruct users to verify their mobile numbers in their personal settings, ensuring the format is internationally recognized. For bulk verification, use a report to identify users without mobile numbers and request updates via email.

Step 3: Explore Salesforce Authenticator App

If SMS remains non-functional due to Salesforce limitations or policy restrictions, pivot to recommending the Salesforce Authenticator app as a more reliable alternative for MFA. It provides a similar level of security without relying on SMS.

  • Example: Create a quick guide or host a brief webinar on setting up the Salesforce Authenticator app, emphasizing its benefits over SMS, such as being less susceptible to signal issues and providing a quicker authentication process.

Step 4: Contact Salesforce Support

If initial troubleshooting does not resolve the issue, contact Salesforce Support for deeper insights. Provide them with specific examples of the issue, including any error messages users receive and steps already taken to resolve the problem.

Step 5: Communicate with Users

Keep users informed about the issue and the steps being taken to resolve it. Offer clear instructions for alternative authentication methods to ensure uninterrupted access.

  • Example: Draft a concise communication to be sent out as an email or a Salesforce Chatter post, outlining the issue with SMS authentication, the expected timeline for resolution, and step-by-step instructions for activating and using the Salesforce Authenticator app in the meantime.

By focusing on these steps, you can effectively manage situations where the SMS method for device activation is disabled, ensuring users have secure and reliable access methods available.

Developer Solution
This setting allows users to complete device activation by entering a one-time passcode delivered via SMS. If a user has other identity verification methods registered, Salesforce automatically uses the strongest method available. 

Step 1: Check MFA Configuration

Ensure Multi-Factor Authentication (MFA) is configured correctly in your org. This includes verifying that SMS-based authentication is enabled if Salesforce supports it for your use case.

Step 2: Review User Record Configuration

Ensure that user records are properly configured with correct mobile phone numbers. This is crucial for SMS-based MFA.


This Apex script could help identify users without mobile phone numbers in their records, which is a prerequisite for receiving SMS messages.

Step 3: Custom Notification Solution

If direct SMS method configuration is an issue due to Salesforce limitations or policy settings, consider implementing a custom solution for notifications using third-party SMS services like Twilio or AWS SNS.

  • Integrate a third-party service for sending SMS notifications as a workaround. This approach requires setting up an external service and using Apex to call out to the service API, sending an SMS to users' mobile phones.

Step 4: Implement a Custom Authentication Flow

If SMS is critical for your authentication process and Salesforce's standard functionality is limited, develop a custom authentication flow that incorporates SMS verification through an external service.

  • This involves creating a Visualforce page or Lightning Component that interacts with the third-party SMS service for verification. Ensure this custom flow adheres to Salesforce security best practices.

Step 5: Test and Deploy

Thoroughly test your custom solution in a sandbox environment to ensure it meets security and functional requirements before deploying it to production.

  • Include tests for various scenarios, including failed SMS delivery, incorrect user input, and successful verification.

Step 6: Document and Train

Ensure that all relevant documentation is updated to reflect the new process or workaround. Provide training for end-users if the process for device activation or authentication has changed significantly.

By following these steps, you can address the disabled SMS method for device activation, either by ensuring correct configuration within Salesforce or by implementing a custom solution. Remember, any custom solution should prioritize user security and comply with Salesforce development best practices.

This solution was generated using AI and quality-checked by Hubbl humans.