Users Directed to SMS Prompt Without Voice Option During MFA Login

After configuring SMS and Voice for Multi-Factor Authentication (MFA) factors in a tenant, users enrolled in MFA are directed to the SMS prompt upon login. The users do not see an explicit choice between SMS and Voice.

• Multi-Factor Authentication (MFA)

• SMS

• Voice

This behavior is expected and depends on the selection made during initial enrollment. If a user selects the SMS option during enrollment, the system presents the SMS prompt first. If a user selects the Phone Call option, options for both SMS and Voice appear on subsequent prompts. This behavior cannot be changed.

Follow these steps to confirm which users chose the Voice Phone Call option:

1. Go to Dashboard > User Management > Users.

2. Select the profile page of the user.

3. Select the Raw JSON tab.

4. Locate the guardian_authenticators object.

5. Verify if the MFA entry with "id": "voice|dev_abc********" appears before "id": "sms|dev_abc***********".