"Try another way to verify" isn't displayed when authenticating via MFA - Support and Troubleshooting

"Try another way to verify" isn't displayed when authenticating via MFA Issue After inputting the username and password, "Try another way to verify" isn't displayed in the MFA authentication page. Hence the customer can't select the OTP to be sent via email.

Expected output:

Actual output:

Release All Release

Cause The notification isn't enabled for the user.

Resolution Check the notification preference is enabled for the user. Also after enabled, admin to check cmn_notif_device table if a valid record is created for the user with the Name: Primary email.