Outage in EcoStruxure IT
SMS 2FA Login Issue – EcoStruxure IT Expert
Resolved MinorIncident Report
Summary AI Generated
An external service provider issue prevented users from logging into EcoStruxure IT Expert and related components when using SMS as their two-factor authentication method. The incident affected multiple EcoStruxure IT services including Expert, Advisor, Asset Advisor, Mobile, and the frontpage/help center for users who had selected SMS text messages as their 2FA method. The issue was resolved after 3 hours, with workarounds available during the outage including recovery codes and MFA reset options.
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.
Components affected
EcoStruxure IT Expert EcoStruxure IT Advisor EcoStruxure IT EcoStruxure Asset Advisor EcoStruxure IT Mobile EcoStruxure IT frontpage and help centerTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
2 days ago - at 05/18/2026 04:34PM
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.
IDENTIFIED
2 days ago - at 05/18/2026 02:15PM
We are continuing to work on a fix for this issue.
IDENTIFIED
2 days ago - at 05/18/2026 01:36PM
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.
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