Start of main content

Advisory Details


This Advisory is NOT ACTIVE ()

Start
8/18/2021 12:00:00 AM
End
8/27/2021 12:00:00 AM

Title
Touchnet 2FA Verification Process

Message

Two Step Verification with eRefund Profiles


TouchNet has become aware of an issue with Two-Step Verification and the setup of eRefund profiles. 
TouchNet Bill+Payment requires that users establish two-step verification when they setup an eRefund profile, and this two-step verification is invoked when changes are made to the eRefund account as a security measure.

Some students are reporting that when setting up two-step verification via text message, the text message is delayed hours or in some cases days, preventing them from successfully creating an eRefund account. While TouchNet is sending the text message confirmation code out in a timely manner, we have determined that some cell phone providers, in particular Verizon, have enacted changes that delay or block certain types of text messages from automated systems.

For students reporting this issue, we recommend that you remove their security profile and ask the student to set up a new security profile using email or Google Authenticator as the two-step verification option.  

TouchNet will be working with Verizon and other carriers where this issue exists to find a long term solution that will allow the text messages to be processed and delivered in a timely manner.

​​​​​If you have any questions regarding this advisory, please contact TouchNet Customer Care at (888) 621-4451 or customercare@touchnet.com.


Last Modified Date
8/18/2021 8:25:13 PM