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Mobile number missing

The 8x8 Connect portal API returns this problem when a two-factor sign-in code is requested by SMS for a user who has no mobile number on file. 8x8 cannot send the code, so the user must verify another way.

For the response format and the other problem types that the portal API returns, see Connect portal error types.

MemberValue
typehttps://developer.8x8.com/connect/errors/mobile-number-missing
titleMobile number missing
codemobile_number_missing
status422

What causes it​

When a verification code is requested by SMS during two-factor sign-in, the API returns this problem if the user needs two-factor verification and has no mobile number on file. It does so whether or not the user has set up another verification method.

The sign-in response lists the methods that the user can verify with in TwoFA, and it includes SMS_OTP only when a mobile number is on file. So this problem usually means that a client requested an SMS code that the sign-in response did not offer, or that the mobile number was removed after the sign-in started.

What to do​

  1. Request an SMS code only when the TwoFA list in the sign-in response includes SMS_OTP.
  2. If the list includes AUTHENTICATOR_APP, ask the user for the code from their authenticator app, and submit it to complete the two-factor sign-in with otpType set to AUTHENTICATOR_APP. No SMS needs to be sent.
  3. If the user has no other method, they cannot finish signing in until a mobile number is added to their account. Ask them to contact 8x8 support at cpaas-support@8x8.com.

Do not retry the request. The API returns the same answer until a mobile number is on the account.

Example response​

A request for an SMS code for a user with no mobile number on file returns HTTP 422 with the content type application/problem+json:

{
  "type": "https://developer.8x8.com/connect/errors/mobile-number-missing",
  "title": "Mobile number missing",
  "status": 422,
  "instance": "/api/…",
  "timestamp": "2026-10-26T03:14:15.926Z",
  "code": "mobile_number_missing"
}

The response can carry other members, such as the legacy error member and an errorId. Branch only on code or type.