Why can't an iRecruit candidate log in with 2FA? – Ciphr

Query

"Candidate isn't receiving their 2FA code"
"Candidate can't log in with two-factor authentication"
"iRecruit candidate not receiving SMS code"
"2FA code not arriving for candidate"
"TFA not working"

Answer

There are a number of reasons a candidate may not receive or be able to use their 2FA code. Work through the relevant checks below.

Check the candidate's mobile number format
Check the candidate's device and SMS capability
Try alternative devices or browsers
Reset the candidate's 2FA if codes are not received
Escalate for further investigation if issues persist

How to fix it

Check the candidate's mobile number format

Incorrect number formatting is a common cause of 2FA code delivery failures, especially for international candidates.

Ask the candidate to check their mobile number is entered in full international format in their candidate account, see Two-Factor Authentication for iRecruit candidates for the SMS 2FA setup steps
Ensure the number includes the country code, has no spaces, and no leading zero after the country code

Note: For example, a UK number should be entered as +447912345678.

Check the candidate's device and SMS capability

Device or network issues can prevent candidates from receiving 2FA codes.

Ask the candidate to check that their phone can receive standard SMS messages.
Confirm their device is not in flight mode and has a signal.
Ask the candidate to try again and, if prompted, carefully retype their mobile number on the authentication screen before requesting a new code.

Try alternative devices or browsers

Ask the candidate to try logging in using a different device or browser

Note: Using a private or incognito window can help rule out browser auto-fill or caching issues.

Reset the candidate's 2FA if codes are not received

If the mobile number is correct and the checks above haven't resolved it, an admin can reset the candidate's 2FA, see Reset an iRecruit candidate's 2FA setup for the full steps.

Important: Before resetting, the admin must verify the identity of the person requesting it, this is critical to prevent unauthorised access and fraud, see the linked guide for full detail.

Escalate for further investigation if issues persist

If the candidate still cannot receive or enter 2FA codes after following all steps above, contact Ciphr support for further assistance.

Important: Do not delete the candidate's account if they have live applications. Contact support for guidance.

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