29
Unable to login - 2FA broken
complete
Hasitha Liyanage
This is affecting all team members of my org: if they get logged out, they are no longer able to log back in. Their phone numbers are all accurate (have worked before), but the confirmation code never arrives. I even attempted temporarily disabling 2FA in security settings - no luck. This has been a widespread impact issue for 3 days now. Not received any response to multiple previous bug reports.
Log In
Activity
Newest
Oldest
Michael
Michael
complete
Samuel Nunn
Hey, Sanju Samaraweera!
Samuel from ClickUp Technical Support stepping in here to assist with this. 🙇
Thank you so much for letting us know that you are experiencing issues logging on to your ClickUp account as you are not receiving the verification code to it's your mobile. I understand that it's crucial that we resolve this quickly as it's important for you to be able to sign in.
Would you please email bugs@clickup.com from your ClickUp associated email address, providing this link to this thread for our internal reference (https://clickup.canny.io/bugs/p/verification-code-does-not-get-sent-to-mobile)?
Also in the email, would you be able to provide us with permission to log in and to test inside of your Workspace? We won't need any passwords or additional details to do so, just your permission!
This will allow us to provide you with a one-time log-in log in link to your Workspace and you will be able to verify the mobile number associated with the login details.
Finally, any additional details that you could provide regarding the matter would be tremendously helpful in finding the source of the issue.
We will be watching out for your email!
S
Sanju Samaraweera
Samuel Nunn: Thanks Samuel, I have dropped an email to bugs@clickup.com as requested :) thanks!
Michael
under review
Hasitha Liyanage
CC: Zeb please help. We're a team of 95 accounts. Currently every session expiry leaves a team member unable to work.
Michael
Hey, Hasitha Liyanage!
We're looking at this now!
To confirm, is this the same issues you've reported previously with 2FA SMS messages not being sent to numbers originating from the UAE? This was reported by Amy on your team and has a bug ID of CLK-31457
Looking forward to hearing back from you!
Hasitha Liyanage
Michael: Hi, actually the numbers originate from Sri Lanka (+94) and Australia (+61). I think several of my team members have reported issues. But happy to track it under any bug. ClickUp is at the center of everything we do (planning, documentation and even hiring) so panic is starting to set in. Please help!
Michael
Hey, Hasitha Liyanage!
Thanks for the information.
Our team has conducted an investigation into the 2FA SMS logs for the phone numbers your team provided and believes we have identified the root cause!
According to the errors we are seeing, the cell phone providers being used are filtering out our 2FA SMS messages (Sent via Twilio) and therefore they are not received on your end.
We suggest reaching out to your cell provider to lift this restriction. Here is copy of the error we are seeing:
"(Error: 30007) Message filtered Your message content was flagged as going against carrier guidelines.".
In the meantime, we recommend using our TOTP authentication or SSO for advanced security.
Let us know if you have any questions!
Hasitha Liyanage
Michael: Thanks, how do I enable TOTP? These are the only security settings I see.
Hasitha Liyanage
I know how to do this for myself, but how do I do this for another user who is unable to log in?
Hasitha Liyanage
For now, could you disable 2FA across our entire org? I'll send a mail to bugs@ as well
Michael
Hey, Hasitha Liyanage!
We'll be in touch over email about disabling 2FA for your entire org.
As for the question above, TOTP cannot be enforced across a Workspace. However, users can enable this setting themselves in "My Settings".
If you are looking for a Workspace wide requirement, I would suggest Google SSO.
Thanks!