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Outage in 8x8

SMS Multi-factor Authentication not being received in APAC

Resolved Minor
July 16, 2025 - Started 9 months ago - Lasted 11 days

Incident Report

8x8 has received reports that SMS Multi-factor Authentication (MFA) is not being received in APAC. Other MFA methods, such as email and the authenticator app, are working. We are currently investigating the issue and will provide further updates when we have them.

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Latest Updates ( sorted recent to last )
9 months ago - at 07/25/2025 07:35AM

[in progress]
8x8 continues the collaboration with our carrier to address this issue. Current findings show that most AU numbers are working now but Singapore numbers for example are still having issues. We will provide the next update by Friday's close of business. In the
meantime, please continue to use email or the authenticator app. We
apologize for any inconvenience this may have caused.

9 months ago - at 07/23/2025 07:36AM

8x8 continues the collaboration with our carrier to address this issue. We will provide the next update by Thursday's close of business. In the meantime, please continue to use email or the authenticator app. We apologize for any inconvenience this may have caused.

9 months ago - at 07/22/2025 07:38AM

8x8 continues the collaboration with our carrier to address this issue. We will provide the next update by Wednesday's close of business. In the meantime, please continue to use email or the authenticator app. We apologize for any inconvenience this may have caused.

9 months ago - at 07/21/2025 07:03AM

8x8 will continue our engagement with our carrier to address this issue. We will provide the next update by Tuesday's close of business. In the meantime, please continue to use email or the authenticator app. We apologize for any inconvenience this may have caused.

9 months ago - at 07/18/2025 09:59PM

8x8 will continue to monitor the situation throughout the weekend and will provide the next update by Monday's close of business. In the meantime, please continue to use email or the authenticator app. We apologize for any inconvenience this may have caused.

9 months ago - at 07/18/2025 06:05PM

8x8 continues the collaboration with our carrier to address this issue. We will provide our next update by 08:00 AEST at the latest. In the meantime, please continue to use email or the authenticator app. We apologize for any inconvenience this may have caused.

9 months ago - at 07/18/2025 01:00PM

8x8 remains engaged with our carrier to resolve the issue. Our
next update will be shared by 03:00 AEST at the latest. In the meantime,
please continue using email or the authenticator app. We apologize for
any inconvenience this may have caused

9 months ago - at 07/18/2025 09:00AM

8x8 continues the collaboration with our carrier to address this issue.
We will provide our next update by 23:00 AEST at the latest. In the
meantime, please continue to use email or the authenticator app. We
apologize for any inconvenience this may have caused.

9 months ago - at 07/18/2025 05:00AM

8x8 continues to remain engaged with our underlying carrier as they escalate this issue downstream to our connectivity partners.  Our next update will be shared by 19:00 AEST at the latest. In the meantime, please continue using email or the authenticator app. We apologize for any inconvenience this may have caused

9 months ago - at 07/18/2025 02:01AM

8x8 is seeing some MFA SMS successfully going through. We will continue to follow up with our underlying carrier to confirm resolution. Our next update will be shared by 15:00 AEST at the latest. In the meantime, please continue using email or the authenticator app. We apologize for any inconvenience this may have caused

9 months ago - at 07/17/2025 10:08PM

8x8 remains continues to remain engaged with our underlying carrier as they escalate this issue downstream to our connectivity partners.  Our next update will be shared by 11:00 AEST at the latest. In the meantime, please continue using email or the authenticator app. We apologize for any inconvenience this may have caused

9 months ago - at 07/17/2025 05:02PM

8x8 remains actively engaged with our carrier to resolve the issue. Our next update will be shared by 07:00 AEST at the latest. In the meantime, please continue using email or the authenticator app. We apologize for any inconvenience this may have caused

9 months ago - at 07/17/2025 01:00PM

8x8 remains actively engaged with our carrier to resolve the issue. Our next update will be shared by 03:00 AEST at the latest. In the meantime, please continue using email or the authenticator app. We apologize for any inconvenience this may have caused

9 months ago - at 07/17/2025 09:00AM

8x8 continues the collaboration with our carrier to address this issue. We will provide our next update by 23:00 AEST at the latest. In the meantime, please continue to use email or the authenticator app. We apologize for any inconvenience this may have caused.

9 months ago - at 07/17/2025 04:58AM

8x8 is actively collaborating with our carrier to address this issue, which has been identified as occurring further downstream. We will provide our next update by 19:00 AEST at the latest. In the meantime, please continue to use email or the authenticator app. We apologize for any inconvenience this may have caused.

9 months ago - at 07/17/2025 03:31AM

8x8 is working with our SMS Partner carrier to investigate this issue further. We will provide new updates once available. We apologize for any inconvenience caused.

9 months ago - at 07/17/2025 02:28AM

8x8 is continuing to investigate this issue with our SMS Partner carrier. We will provide further updates once available. We apologize for any inconvenience caused.

9 months ago - at 07/17/2025 01:24AM

8x8 has received reports that SMS Multi-factor Authentication (MFA) is not being received in APAC. Other MFA methods, such as email and the authenticator app, are working. We are currently investigating the issue and will provide further updates when we have them.

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