Mobile phone users

Following update to iOS 12.2, iPhone shows a warning message ’This sender has not been verified’ when displaying flash/pop-up SMS. This has been solved in iOS 12.3 (released 2019-05-13).

As a first step, try restarting the phone (power off – power on). This updates the network connection and resolves problems with hanging phones. Some phone models require periodic re-starts to function properly.

Verify SMS reception by sending a message to yourself from another phone (or from your own phone). An SMS message should be delivered within seconds.

To test if OTP delivery problems are due to faulty phone hardware, try login with the same SIM card in another phone.

If deliveries fail, and this is the first time you are trying to log in with one-time passwords, your mobile phone number may be incorrectly registered. Contact your IT helpdesk or support and ask them to check which number is registered for your account. You can ask them to test the number by sending an SMS.

If you have two (or more) SIM-cards with your subscription (e.g. an extra SIM for a tablet or iPad), you need the main card (the one that receives incoming calls) to receive one-time passwords. Verify that it is activated, and test reception by sending an SMS to your number.

By  default, Mideye one-time passwords are sent as flash / pop-up SMS. Som Android messaging apps (e.g. Hangouts or Handcent) need to be configured to present flash / pop-up SMS. In some cases, the messaging app must be disabled. Alternatively, Mideye one-time passwords can be sent as ordinary SMS. Contact your IT helpdesk if this is required.

One-time passwords cannot be forwarded to another number. The original SIM card/phone is needed to receive one-time passwords.

When connected to a network in another country, a phone re-start (power off – power on) may be required to update network location registers. If one-time password deliveries still fail, a manual change of visited network may solve the problem. This is done via the ‘Tools’ menu on the phone, submenu ‘Networks’. For users with smartphones (Android, iPhone or Windows), it is recommended to activate Mideye+ prior to travelling abroad.

OTP spamming / unsolicited one-time passwords can be caused by incorrectly registered user phone numbers, telephone problems or network caching/resending of old OTPs. Mobile subscribers that are not registered for any login service with one-time passwords (OTPs), but still receive Mideye OTPs to their phone, should contact helpdesk@mideye.com to block OTP sending. Users with Android phones can experience reception of ‘extra’ OTPs at odd times. These are actually old OTPs that have been cached in the phone operating system. Make sure to always select ‘Cancel’ after reading an OTP. Occasional problems in the mobile network can sometimes cause caching and re-sending of old OTPs. Note that this is not something that should occur frequently, and does not have any security implication since Mideye OTPs have a limited life-time (default 60 seconds).

Users that have activated Mideye+ will receive corrupted OTPs when switching to a new phone. With Mideye+, the OTPs are encrypted with the private app key. Either Mideye+ can be downloaded and activated on the new phone, or Mideye+ can be de-activated in the central system. In either case, the old app becomes invalid.

If the information above doesn’t help, or if you have questions concerning login with one-time passwords, you are welcome to contact us at helpdesk@mideye.com.