Troubleshooting Tip: Not receiving FortiToken Mobile authentication code from the FortiGuard SMS service

1. Check the FortiGuard server status and ensure the device has an SMS service license.
   
   
2. Take the alertmail application debug to see if the FortiGate is triggering the SMS.
   
   

diag debug reset

diag debug application alertmail -1

diag debug enable     

Afterward, trigger the authentication code to be sent via SMS from the GUI.

3. Check the server status and available SMS quota.
   
   

execute fortiguard-message info

output example: 

Controller server status: registered
Expiry date: 20240712
SMS max allowed: 170
SMS used: 32
Last update: Tue Aug 15 14:10:24 2023

Current message server: x.x.x.x:443
Message server status: unknown

4. Take note of the 'current message server' IP address from the above output. After, run the following command with the IP address:
   
   

diag sniffer packet any "host <paste message server IP address>" 6 0 a

• Similarly, it is possible to send SMS through SMTP, but it is a bit complex setup-wise. Statically send it as an email to <phone-number>@<your-domain>.
• It is possible to buy additional credits to top up for that, reach out to the SE or Customer Service Team. 
  
  

Related article:
Technical Tip: Alternative method to obtain admin account’s SMS two factor authentication activation code