Can’t access SMS ?

🎯 Purpose

Provides recovery assistance for users who cannot access SMS messages to retrieve the verification code required for SMS-based second-factor authentication.

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📍 Context and Availability

• Trigger Scenario: User cannot receive or access SMS verification codes
• Screen Location: SMS OTP verification screen
• Link Text: "Can't access SMS? Click here"
• Authentication State: First factor completed, SMS OTP required

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🖥️ SMS Access Recovery Interface

📲 Recovery Link Presentation

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📱 SMS Access Issues

🚨 Common SMS Access Problems

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🔄 SMS Recovery Process Flow

🆘 SMS Access Recovery

1. Recovery Link Click: User clicks "Can't access SMS?" recovery link
2. State Preservation: First factor authentication state maintained
3. Alternative Options: System presents alternative second factor methods
4. Method Selection: User chooses from available alternative authentication
5. Factor Completion: Selected alternative authentication method completed
6. Authentication Success: Access granted after successful alternative verification

🔄 Alternative Second Factor Options

Available alternatives based on user profile and system configuration:

• Email OTP: Switch to email-based verification codes
• Mobile App: Use push notification or TOTP from REL-ID app
• Security Questions: Knowledge-based authentication
• Administrative Recovery: Support-assisted verification
• Full IDV: Complete identity verification through AR-IDV

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📊 SMS Recovery Scenarios

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🎯 User Experience

📲 SMS Recovery Flow

📱 Recovery Interface Features

• Problem Identification: Clear description of SMS access issue
• Quick Alternatives: Immediate access to other verification methods
• Session Continuity: Authentication progress preserved
• Flexible Options: Multiple alternative paths available

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🛡️ Security Considerations

🔒 SMS Recovery Security

• Equivalent Security: Alternative methods provide comparable security levels
• User Verification: All alternatives require proper identity confirmation
• Audit Trail: SMS recovery attempts logged for security monitoring
• Session Integrity: Authentication session security maintained

📊 Security Validation Process

• Factor Authentication: Alternative factors properly verified
• Control Verification: User control of alternative factors confirmed
• Time Constraints: Recovery processes have appropriate time limits
• Abuse Prevention: Rate limiting and monitoring prevent abuse

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🔄 Recovery Method Details

📧 Email OTP Alternative

• Process: Verification code sent to registered email address
• User Action: Check email and enter received code
• Advantage: Independent of mobile device issues
• Requirement: Access to registered email account

📱 Mobile App Alternatives

• Push Notification: If mobile app accessible despite SMS issues
• TOTP Codes: Time-based codes from REL-ID mobile application
• Advantage: Device-based authentication without carrier dependency
• Requirement: Functional REL-ID mobile application

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⚠️ Important Recovery Notes

📲 SMS Troubleshooting Tips

• Signal Check: Guidance for checking cellular signal strength
• Carrier Contact: Suggestions for contacting mobile carrier
• Device Restart: Instructions for restarting mobile device
• Settings Review: Checking SMS blocking or filtering settings

🔄 Post-Recovery Actions

• Number Update: Process for updating mobile number if permanently inaccessible
• Factor Diversification: Recommendation to register multiple authentication factors
• Support Resources: Contact information for persistent SMS issues
• Account Maintenance: Guidance on keeping contact information current

📞 Support Integration

🆘 Escalation Path

• Complex Issues: Clear path to human support for complicated scenarios
• Technical Problems: Guidance for device or carrier-related issues
• Account Updates: Support assistance for updating registered information
• Alternative Registration: Help with registering additional authentication factors

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