When the SMS or code does not behave as expected
Start with the checklist. Most delivery problems are a number, handset or carrier issue that can be narrowed down without blaming the client.
Work through the delivery chain in order
Verification messages are sent through Australian carriers MobileMessage or ClickSend, using Vericode's ACMA-registered sender ID, VERICODE. Vericode can validate and submit the request, but the messaging carrier, the client's mobile carrier and the handset all affect final delivery.
- 1
Confirm the mobile number
Check the digits with the client before sending again. Vericode's send path accepts Australian mobile numbers; a non-Australian, malformed or mistyped number is rejected before it reaches a carrier.
- 2
Wait briefly and check the handset
Ask the client to confirm the phone is switched on, has reception and is not filtering the message into spam. Do Not Disturb usually silences a notification rather than deleting the SMS, so ask them to open their messages directly.
- 3
Send one fresh code
A new attempt can help after a short carrier delay, but repeated rapid sends can create confusion about which code is current. Ask the client to use only the latest message and allow a few minutes for delivery.
- 4
Consider number-porting or carrier filtering
Recently ported numbers can have temporary routing issues, and carriers or handset apps can filter application-to-person messages. If another trusted SMS also fails, the client may need to contact their mobile carrier.
- 5
Check the delivery outcome, then escalate
The message may be confirmed delivered, reported failed by the carrier, or remain unconfirmed while the carrier has not supplied a final outcome. Record what you tried and contact Vericode support if the latest attempt remains unresolved.
Use the newest code promptly
Codes expire quickly, typically within a few minutes. If the client reads back an expired code, request a new one and clearly say that the earlier message is no longer current.
Confirm each digit once and avoid repeated guesses. If a fresh code still fails, stop the interaction and use your firm's escalation process rather than bypassing the check.
Keep the message itself simple
Current verification SMS messages contain a short Vericode sentence and the code, sometimes with an expiry. They do not contain a link. Never ask a client to click a link as part of troubleshooting a Vericode code.
Check installation, selection and page access
- Confirm the Vericode Sidekick browser extension is installed, enabled and signed in.
- Reload the page after installation or a permissions change.
- Select the phone number itself before right-clicking; avoid selecting surrounding labels or punctuation.
- Try an ordinary browser page. Extensions cannot run on some protected browser pages, internal settings screens or pages that block extension access.
- Review the extension's site-access permission for the CRM, portal or browser-based email client you are using.
Treat caution as the right response
The sender name displayed for a genuine verification message is VERICODE, an ACMA-registered sender ID. The normal flow is that the client is already dealing with the business and reads the code back during that interaction.
Do not pressure the client. Let them end the interaction and contact the business through a trusted published number if they are unsure, and explain in plain language that the message is a one-time check triggered by their own call or enquiry, not an unsolicited request.
Send support the facts, not guesses
Include the time of the latest attempt, the masked mobile number, the delivery outcome shown, browser and page type, and the checks already completed. Do not send a live code or unnecessary client information.
Contact Vericode support