Troubleshooting: SMS OTPs to Users in China Are Not Delivered

Version Affected: All
 
 

Overview

One-Time Passcodes (OTPs) sent via SMS to mobile devices in China may not be delivered.

Cause

China blocks a large amount of SMS traffic originating from outside the country, unless the message uses a registered sender prefix.

Resolution:

Add the registered [SecureAuth] prefix to the SMS message sent to users in China. See How To: Change SMS OTP Verbiage for the general verbiage-editing procedure. For this specific case:

1. Go to the realm that sends the SMS and open Overview tab > Content and Localization > Verbiage Editor.
2. Search for the setting onetimepasswordsms3provider_regcode. It most likely already has a value similar to Your One-Time Passcode is {0}.
3. Change the value to include the prefix, for example:

4. Save the change, then test.

The SMS should now be sent with the SecureAuth signature prefix and be allowed through, since the provider has registered that signature.

If affected users have their browser language set to Chinese, repeat the same change for the Chinese language file -- Chinese (Simplified) is used in China, and Chinese (Traditional) is used in Taiwan, Hong Kong, and Macau.

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.