> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-01-unable-to-receive-sm.md). # Unable to receive SMS messages for mobile credential registration Resolve missing SMS verification codes during Mobile Connect credential registration. **Symptom:** the credential is accepted but stuck waiting for the SMS verification code. **Root cause:** most SMS issues relate to Twilio messages being blocked by the local cellular provider. This is outside Gallagher's control. ### How the SMS path works 1. Command Centre gathers the cardholder's email address and cellular telephone number. 2. This is sent to the Cloud service. 3. The Cloud service sends the credential to the phone. 4. The phone responds to the Cloud service, which then sends the confirmation code to Twilio. 5. Twilio sends the SMS to the cellular provider, which sends the code to the phone. 6. After the data is sent from the Command Centre server, the server has no further involvement. ### Remove the SMS requirement **For CC version 7.90+:** 1. Go to the Mobile Credential in Card types. 2. Uncheck the SMS confirmation option to disable this function. 3. When adding the credential, do **NOT** enter a telephone number, or the system will attempt to use it. **For CC versions 7.60-7.80:** 1. Add a DWord registry key `SmsNumberRequired` set to `0` in the Gallagher registry location. ### Other workarounds * Re-send the credential with an alternative phone number from a different cellular provider. * When entering the cardholder's phone number in Command Centre, remove the leading 0. For example, `0215551234` should be entered as `215551234`. * Check for carrier outages: [Spark](https://www.spark.co.nz/outages/) | [Vodafone NZ](https://www.vodafone.co.nz/help/network-status/) | [Twilio status](https://status.twilio.com/history) > **Note:** contact Tech Support if the country is not included in the list of ENABLED SMS Support below. ### Countries with enabled SMS support | Region | Countries | | ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | North America | Canada (+1), Dominica (+1767), Mexico (+52), Puerto Rico (+1787), United States (+1) | | South America | Argentina (+54), Chile (+56), Colombia (+57) | | Asia | Bahrain (+973), Cambodia (+855), China (+86), Hong Kong (+852), India (+91), Indonesia (+62), Iran (+98), Israel (+972), Japan (+81), Korea Republic of (+82), Macau (+853), Malaysia (+60), Singapore (+65), Turkiye (+90), United Arab Emirates (+971) | | Europe | Austria (+43), Belgium (+32), Croatia (+385), Denmark (+45), Finland/Aland Islands (+358), France (+33), Germany (+49), Greece (+30), Ireland (+353), Lithuania (+370), Netherlands (+31), Norway (+47), Poland (+48), Portugal (+351), Spain (+34), Sweden (+46), Switzerland (+41), Turkish Republic of Northern Cyprus (+90), Ukraine (+380), United Kingdom (+44) | | Africa | Botswana (+267), Mauritius (+230), Namibia (+264), South Africa (+27), Uganda (+256), Zimbabwe (+263) | | Oceania | Australia/Cocos/Christmas Island (+61), Fiji (+679), New Zealand (+64), Papua New Guinea (+675) | *** 🔗 **Related** * [05. Credentials not Sending to a Client](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-05-credentials-not-send.md). When the credential itself does not arrive. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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