Resolved after 2 hours 57 minutes, affecting EcoStruxure IT Expert and EcoStruxure IT Advisor and 1 more, on May 18, 2026.
The issue affecting SMS-based two-factor authentication (2FA) has now been resolved. Users who were previously unable to log in using SMS as their 2FA method should now be able to access EcoStruxure IT Expert normally. Thank you for your patience.
Affected components
Update timeline
- identified May 18, 2026, 01:36 PM UTC
We are currently experiencing an issue with an external service provider that is preventing users from logging into EcoStruxure IT Expert when using SMS as their two-factor authentication (2FA) method. Impact This issue affects only users who have selected SMS text messages as their 2FA method. Workarounds While we work to resolve the issue, affected users can: - Use their recovery code to log in and reset their MFA settings - Reset their MFA directly via: https://app.ecostruxureit.com/mfa-reset - Contact their administrator to reset MFA and switch to an alternative method Our Platform Engineering team is actively engaged and working with the provider to remediate the issue. We will provide further updates as more information becomes available.
- identified May 18, 2026, 02:15 PM UTC
We are continuing to work on a fix for this issue.
- resolved May 18, 2026, 04:34 PM UTC
The issue affecting SMS-based two-factor authentication (2FA) has now been resolved. Users who were previously unable to log in using SMS as their 2FA method should now be able to access EcoStruxure IT Expert normally. Thank you for your patience.
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