Why is my 8x8 number not receiving SMS or OTP authentication requests?

Updated: 01/29/2025

Question

Why is my 8x8 number not receiving SMS or OTP authentication requests?

Applies To

  • 8x8 Work for Desktop
  • SMS

Answer

Although there is no limitation from 8x8 as to what messages you can receive on your 8x8 number, there may be limitations on the side of the sender due to the underlying service used. Some industries have more restrictions than others and do not support sending OTP to VoIP numbers, and will only send to a mobile line.
Note: If a number is assigned as an additional number on the User Profile and not as the main or primary DID of the profile, it won't be able to receive text or send text messages.