Loading

Standard 'Mobile' field on User record keeps reverting to '+1' format

Publiceringsdatum: Jun 18, 2026
Beskrivning

On the User object in Salesforce, there is a standard field called Mobile. This field displays on User records and on the user's Chatter profile. Salesforce automatically formats a 10-digit phone number as (###) ###-####, and an 11-digit number as +1 ##########.
When specific users update their Mobile phone number to a 10-digit format and save, the number may revert overnight to the +1 ########## format — even though only 10 digits were entered. The Last Modified By field on the User record will appear to show the change was made by the user themselves.

Lösning

This article explains why the Mobile phone field on a User record reverts to the +1 format overnight, and how to prevent it using a Validation Rule. The behavior is caused by SMS Identity Confirmation, a feature that cannot be disabled once enabled.


Root Cause: The reversion is caused by a feature called SMS Identity Confirmation, located at: Setup > Security Controls > Session Settings > Enable the SMS method of identity verification. This feature cannot be disabled once enabled. When the phone number reverts, it counts as a record edit, meaning Validation Rules apply.

Steps for Salesforce Classic

  1. Go to Setup | Customize | Users | Validation Rules.
  2. Click New to create a new rule.
  3. Enter a Rule name and ensure the Active checkbox is checked.
  4. In the Error Condition Formula box, enter: NOT(CONTAINS(MobilePhone,"-"))
  5. Enter an Error message and click Save.

Steps for Lightning Experience

  1. Go to Setup | Object Manager | User | Validation Rules.
  2. Click New to create a new rule.
  3. Enter a Rule name and ensure the Active checkbox is checked.
  4. In the Error Condition Formula box, enter: NOT(CONTAINS(MobilePhone,"-"))
  5. Enter an Error message and click Save.

This validation rule ensures that any Mobile number contains a hyphen, preventing the incorrect format from being saved.

Knowledge-artikelnummer

000382646

 
Laddar
Salesforce Help | Article