This article covers why text message verification codes fail in Finalsite, including commonly confused characters and how to manually verify a constituent's code in Constituent Manager.
đź’ˇQuick answers
- Why does a verification code keep failing even when entered correctly? It's almost always because the user misread similar-looking characters on their phone, such as lowercase L versus numeral 1, uppercase I versus lowercase L, or uppercase O versus zero.
- Are verification codes case sensitive? Yes; verification codes are case sensitive, and not observing letter case when entering them is a common source of errors.
- How do you manually verify a constituent's mobile phone code? Go to Constituent Manager, open the constituent's Profile tab, scroll to Contact Info, click Verify next to the mobile phone number, and enter the code, substituting any easily confused characters.
This problem is almost always due to the person reading the code wrong on their mobile phone, particularly on devices where the text is not very refined.
The most common character culprits are lower case L's, numeral 1's, and upper case I's, and zeroes and upper case O's, which can also look the same in mobile phone text.
Examples:
Code sent was zI3ODg, but user entered it as zl30Dg. In this case the upper case I was mistaken for a lower case L, and the upper case O was mistaken for a zero.
Another less-common problem is not observing letter case when entering the code. The codes are case sensitive.
If you are assisting your constituent in this, you can go into Constituent Manager, view their Profile tab, scroll down to Contact Info, click on the "Verify" link next to the mobile phone number and enter the code, substituting any characters that might be easily confused with another (e.g. 1 for l, O for 0, etc).
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