If your SMS verification code is not arriving when you try to log in to Smartr365, follow the steps below to resolve the issue.
Step 1 — Wait and Check
SMS delivery can take up to 2 minutes depending on your carrier — wait before retrying.
Check that your phone has signal and is not in Do Not Disturb mode.
Check that the phone number shown on the login screen matches your registered number.
Step 2 — Check Your Phone Number Format
Your number must be stored in international format (e.g. +44 7700 123456 for a UK number).
If the number shown starts with 0 rather than +44, it may need to be updated — contact your System Admin or Smartr365 support.
Step 3 — Try the 'Call Me' Option
On the verification screen, select Call Me instead of SMS.
You will receive an automated voice call reading out your code.
This works even on landline numbers.
Step 4 — Check for Rate Limit Lockout
If you have requested the code multiple times in a short period, your account may be temporarily rate-limited.
Wait 15–30 minutes before trying again.
If you are still blocked after waiting, contact Smartr365 support — an agent can reset the rate limit in Azure B2C.
Step 5 — Switch to Authenticator App MFA
If SMS delivery is consistently unreliable, you can switch to using a Microsoft Authenticator or compatible TOTP app.
Contact your System Admin or Smartr365 support to request this change.
Step 6 — Contact Support
If none of the above steps resolve the issue, contact Smartr365 support and provide:
Your name and email address
The phone number you expect the code to be sent to
Your mobile carrier (network)
How long you have been experiencing the issue
Common Issues
Changed phone number: If you have changed your mobile number, your registered MFA number will need to be updated by your System Admin and Smartr365 support — see the related article on updating your MFA phone number.
International travel: SMS delivery may be affected by roaming — use the 'Call Me' option or switch to an authenticator app before travelling.