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Onboarding Authentication Code with Non-UK Numbers/Employees

Answered
Abe Del Villar

The customer is onboarding employees based outside the UK. When an employee enters a US phone number during the initial onboarding process, they do not receive the SMS authentication code required to access the onboarding app.

The customer has tried updating the phone number to a UK number and resending the onboarding link, but the authentication code is still not coming through.

Could you please confirm:

  1. Is it possible to send the onboarding app authentication code to the employee's email address instead of by SMS?
  2. Is there a configuration setting to automatically send authentication codes by email for employees based outside the UK?
  3. If neither option is available, what workaround would you recommend to allow these employees to complete onboarding and sign their contracts?

Thank you.

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Alison Barlow

Hi Abe,

Our Onboarding App is for UK employees, so although it is possible to send the links and codes to a non-UK number, we cannot guarantee they will arrive as the SMS are reliant on the carriers and handsets to deliver them successfully.

To answer your specific questions:

1. No, it is not possible to send the codes via emails we only have the functionality to send via SMS

2. No, there isn't.  Codes can only be sent via SMS

3. The main reason for SMS and codes not being delivered is due to settings with the carrier, or with the candidates handset itself.  The most common way to resolve the issue is to restart the handset - this would re-set the temporary settings that may be stopping the verification codes coming through.

Hope this helps,

Thanks

Ali

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