Invoke manually SMS TAN in case of SMS carrier is not available temporarily

Hi all,
I am pretty new to okta auth0 portal and confronted with a very specific use-case.
We have currently a pretty smooth working Login flow for our customer portal myaxa.ch.
Since we have about 1.5 Million Customers on the portal with different SMS carriers (telco providers) sometimes it might happen that the TAN cannot be sent to the customer due to telco carrier issues.
In this case it would be very helpful for the support to create a manual TAN which then can be given aurally on the phone or sent through email or a Messenger service manually form the support personel, in order to side, evase the current GSM carrier.
In order to do that, it would be necessary to manually trigger a TAN for a specific user which is than copied to a WeB2messenger Gateway or copied into an email and sent whilst the identification of the customer has been done manually from the support personal.
Is there any way to trigger manually a TAN in the Auth0 portal and sent to a customer on a different pathway ?
Thanks a lot for your suggestions and Input.
Michael

Hi @michael.tschumi,

Welcome to the Auth0 Community!

There’s no out-of-the-box way in the Auth0 Dashboard/product to accomplish the use case you’ve described. Off the top of my head, you could monitor the tenant logs for failed push notifications and implement a custom solution where you generate a new code and send to the user via a different pathway.

I would recommend submitting product feedback about this and opening a support ticket. Support can take a deeper dive and work with your Technical Account Manager on this as well.

Best,

Mary Beth