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Identity Verification Credits Add-On License Considerations

Udgivelsesdato: May 14, 2026
Beskrivelse

When users attempt to log in to Salesforce using SMS text message identity verification, they may encounter the following error:
Problem Verifying Your Identity

We can't send you a verification code right now. Please try again later.

This article explains the Identity Verification Credits Add-On License, its SMS limits, and the rate-limit conditions that can temporarily cause this error.

Løsning

Identity Verification Credits Add-On License — SMS Limits
Salesforce does not block SMS texts when the Identity Verification Credits Add-On License limit is exceeded, to prevent business disruption.
The Identity Verification Credits Add-On License typically includes:

  • 25,000 SMS messages per month
  • 300,000 credits per year (billed annually)

Salesforce does not hard-enforce monthly or annual limits. Overages are reconciled contractually with your Account Executive (AE).
Rate Limits That Can Trigger the Error
The error message above may appear temporarily due to the following rate-limiting conditions:

  • A user exceeds 5 SMS text attempts within a 1-hour period. SMS sends have a 1-hour Time to Live (TTL) cache. Each successful send resets the TTL to a new 1-hour window.
  • A user logs in once every 59 minutes, 10 times consecutively. This pattern can exceed the cached limit.
  • Resending the One-Time Password (OTP) via SMS also counts against the cached limit.

How to Monitor SMS Verification Activity
Viewing exact credit consumption is not currently possible due to a Known Issue: Identity Verification Message Credit usage is incorrect or not displayed in Company Information Setup.
To review SMS verification activity, use:

  • Monitor Identity Verification History
  • Reports as outlined in Trailhead: Track Progress with Reports and Dashboards

 

 

Yderligere ressourcer

 

SMS identity verification texts may not be delivered due to mobile carrier or Telesign issues. Review Telesign system status history to see if SMS services may be impacted.

Alternatively, open a case with Telesign by emailing support@telesign.com with the impacted mobile numbers and date/times to confirm whether there are delivery issues that may have resulted in the SMS text not being delivered. Note that Telesign retains historical data for up to 90 days based on their Security whitepaper.

Identity Verification Credits Add-On License
Identity Verification Message Credit usage is incorrect or not displayed in Company Information Setup.
Monitor Identity Verification History  
Track Progress with Reports and Dashboards.

 

Vidensartikelnummer

005239145

 
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Salesforce Help | Article