We understand how disruptive it can be when a two-factor authentication ("2FA") code from an insurance carrier doesn't arrive — especially when you're in the middle of a busy workday. After reviewing this with our messaging carrier, Bandwidth (the telecommunications provider that powers our messaging infrastructure), we've confirmed that this issue is unfortunately outside of our control.
Why This Happens
Many insurance websites and large brands are configured to block verification (2FA) messages from being sent to VoIP numbers — including standard office phone lines. This is a common, industry-wide limitation, not something specific to Dental Intelligence.
These restrictions are put in place by the sender of the message (the insurance company) as part of their fraud prevention policies, and we have no ability to override them.
This most commonly occurs when:
The verification message is sent from a short code
The receiving number is a VoIP or toll-free number
Both the sending and receiving numbers are toll-free numbers (TFN to TFN) — toll-free number to toll-free number messaging is discouraged by carriers in North America
Toll-free numbers are designed primarily for business-to-consumer messaging and are not always supported for system-generated security codes like 2FA.
What You Can Do
To avoid delays in receiving verification codes, we recommend one of the following options:
Select the "Call Me" option instead of text, if available
Use a mobile phone number for verification
Choose email verification if the insurance portal offers it
Use an authenticator app (such as Google Authenticator or Microsoft Authenticator) if that option is available
Important to Know
Text delivery for 2FA codes is controlled entirely by the company sending the code — not by Dental Intelligence. Because of this, we are unable to override or adjust their delivery restrictions.
If you continue experiencing issues, switching to a mobile number or an alternate verification method is typically the fastest and most reliable solution. If you have questions about whether 10DLC registration may help, check out our 10DLC guide.