INC217878 - Ongoing SMS Verification Code Issue

Update timeline

1. investigating Mar 05, 2026, 04:05 PM UTC

   We are investigating intermittent problems with SMS delivery for 2‑Step Verification. Affected members might encounter messages like “code cannot be delivered” or “invalid code.” As a temporary workaround, please ask members to retry the action—additional attempts typically succeed. We will provide updates as more information becomes available. [email protected] - 1.888.889.7878, option 2

2. investigating Mar 05, 2026, 04:05 PM UTC

   We are continuing to investigate this issue.

3. resolved Mar 05, 2026, 04:58 PM UTC

   Please be aware that we experienced a service interruption impacting a quarter of SMS challenged logins and transactional step-ups between 12:39 a.m. (3:39 a.m. ET) and 8:31 a.m. PT (11:31 a.m. ET). During this time, users may have been unable to complete login attempts or transaction that required additional authentication. The incident has been resolved. We will complete a postmortem, and share these results when available. [email protected] - 1.888.889.7878, option 2

4. postmortem Apr 21, 2026, 06:59 PM UTC

   Postmortem: INC217878 – Intermittent Two‑Step Verification \(2SV\) SMS Issues On March 5th 2026, beginning at approximately 12:39 a.m. PT \(3:39 a.m. ET\), some customers experienced intermittent issues when attempting to complete Two‑Step Verification \(2SV\) via SMS. Approximately 25% of SMS‑challenged logins and transactional step‑ups were impacted during this period. Full service was restored by 8:31 a.m. PT \(11:31 a.m. ET\). Customers affected by the issue may have received error messages such as “code cannot be delivered” or “invalid code.” In most cases, retrying the action resulted in a successful authentication. Other authentication methods were unaffected. Point of Failure: One of the MD authentication servers entered a degraded state following a restart. Although the server appeared online, it was unable to reliably process SMS‑based 2SV requests, resulting in intermittent delivery and validation failures for users routed to that server. The error observed in system logs differed from previously encountered authentication server failures and was not immediately detected by existing alerting. Because the server was not fully offline, it remained in rotation longer than expected, impacting approximately one‑quarter of SMS‑challenged authentication attempts. The affected authentication server was removed from the service pool, immediately stabilizing 2SV SMS functionality. Corrective Actions: Affected Server Removed – COMPLETED The MD authentication server in a degraded state was removed from the authentication pool, restoring normal service. Enhanced Alerting for New Error Pattern – COMPLETED Monitoring and alerting have been updated to detect this specific log error earlier, enabling faster identification and response in similar scenarios. Operational Review – COMPLETED The incident was reviewed against existing restart and recovery procedures to ensure alignment and identify any additional improvements. We apologize for the inconvenience this caused to your operations and your customers. If you have any questions or would like additional detail, please contact Digital Banking Support. Digital Banking Support [digitalbanking\[email protected]](mailto:[email protected]) 1\.888.889.7878 \(press 2\)