SMS verification code not received | MFA troubleshooting

If you are not receiving your MFA SMS code when logging in to RosterElf, your phone is most likely filtering the verification text into a spam or junk folder. This is a common issue on iPhones running iOS 26 or later and on Android devices using Google Messages, both of which have built-in spam detection that sometimes catches legitimate verification codes. This guide walks you through finding and recovering those messages, and shows you how to log in without SMS if needed.

1. Quick fixes

Before checking your spam folder, try these steps directly from the RosterElf login screen:

1. Click Resend SMS — the original code may have been delayed. Wait up to 60 seconds after requesting a resend before trying again.
2. Click Send Code By Email Instead — this sends a one-time code to your registered email address so you can log in immediately without needing SMS. This is the fastest way to regain access if your phone is filtering texts.

2. iPhone — check the spam folder

Starting with iOS 26, iPhone automatically filters messages from unknown senders into a dedicated Spam folder using on-device machine learning. Because RosterElf's verification texts come from a shortcode (not a contact saved in your phone), they can be caught by this filter. The message is not lost — it is just in the wrong folder.

2.1 Find the spam folder on iPhone

1. Open the Messages app.
2. Tap Filters in the top-left corner.
   If you do not see a Filters option, go to Settings > Apps > Messages > Message Filtering and enable Filter Unknown Senders first, then return to Messages.
3. Tap Spam.
4. Look for a message from RosterElf or containing a 6-digit verification code.

2.2 Recover the message

1. Open the message in the Spam folder.
2. Tap Not Spam (or the prompt asking if you want to move it).
3. Tap Move to Inbox or Move to Inbox and Report Not Spam.
4. Note: in iOS 26, links and reply actions inside spam messages are disabled for security reasons. Moving the message to your inbox restores full functionality — but for a login code, you just need to read the number.

2.3 Disable spam filtering on iPhone

If this keeps happening, you can turn off spam filtering for SMS so verification codes always arrive in your main inbox:

Option A — via the Messages app:

1. Open Messages and tap Filters.
2. Tap Manage Filtering.
3. Toggle Filter Spam off.

Option B — via Settings:

1. Go to Settings > Apps > Messages.
2. Scroll down to Message Filtering.
3. Toggle Filter Spam off.

3. Android — check the spam folder

Google Messages uses on-device machine learning to filter suspected spam into a Spam & blocked folder. Verification codes from business shortcodes can occasionally be caught, especially if the message contains a link or if the shortcode was previously flagged by another user.

3.1 Find the spam folder on Android

1. Open Google Messages.
2. Tap your profile icon in the top-right corner.
3. Tap Spam & blocked.
4. Look for a message from RosterElf containing your verification code.

3.2 Mark the message as not spam

1. Open the message in the Spam & blocked folder.
2. Tap the three-dot menu (top-right) or the banner at the top of the conversation.
3. Tap Not spam. The message moves to your main inbox and future messages from the same sender bypass the filter.

3.3 Disable spam protection on Android

To stop spam filtering from intercepting future verification texts:

1. Open Google Messages.
2. Tap the three-dot menu (top-right) and go to Settings.
3. Tap Spam protection.
4. Toggle Enable spam protection off.

4. Wrong mobile number on file

If the SMS is not arriving even after checking your spam folder, the mobile number saved in RosterElf may be incorrect or outdated.

• If you can log in via email code: Go to My Profile > Personal Details and update your mobile number. Make sure to include the correct country code (e.g. +61 for Australia, +44 for the UK).
• If you cannot log in at all: Ask your business admin or manager to update your mobile number in Staff > [Your Name] > Personal Details.

For more information on the MFA login flow and backup options, see the using multi-factor authentication guide.

Ways to contact us

1. Email: Reach out to us at customersupport@rosterelf.com
2. Book a video call: Schedule a free 15-minute video call with our RosterElf Customer Success Team.
3. Live chat: Click the green question mark support button at the bottom right of your browser to start a live chat.
4. Weekly webinar: Join our free weekly webinar for tips and live demonstrations.

Don't hesitate to get in touch — we're always ready to help.

Frequently asked questions