Rate limiting policy for SMS Authentication

concept australia Updated Sep 10, 2026 1 min read sms-authentication.md

Rate limiting policy locks out a user when an invalid or incorrect Soft PIN is entered consecutively for three times in a span of 24 hours.

Rate limiting policy

Rate limiting policy is enabled by default for SMS for better security. To configure it, navigate to All, and then enter sys_cs_provider.list in the filter. Open the SMS record, and configure the following properties on the Provider Properties tab.

softpin_lockout_enabled: Enables Soft PIN lockout functionality. The default Value is true.
softpin_max_invalid_attempts_interval_hrs: The window where users can make the maximum Soft PIN attempts.

Note: The maximum window is 24 hours.
softpin_max_retry_attempts: Number of attempts for the user to enter an incorrect Soft PIN after the user account is locked out.

Note: The maximum number of attempts is 3.

If your account is locked, you're treated as a guest user when you start a new conversation. The bot confirms that your account is locked. You're then provided with the public topics and you can also unlock the account using the Setup/Reset Verification Profile Virtual Agent topic to reset the Soft PIN and Google authenticator.

[Omitted image "sms-auth-rate-limit-properties.png"] Alt text: The Provider Properties tab lists entries for each of these parameters, including the value and description.

Parent Topic:Configure SMS authentication

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---
title: Rate limiting policy for SMS Authentication
description: Rate limiting policy locks out a user when an invalid or incorrect Soft PIN is entered consecutively for three times in a span of 24 hours.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/sms-authentication.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure SMS authentication, Configure, SMS Twilio, Integrate VA with messaging apps, Conversational Integration apps for Virtual Agent, Conversational Interfaces]
---

# Rate limiting policy for SMS Authentication

Rate limiting policy locks out a user when an invalid or incorrect Soft PIN is entered consecutively for three times in a span of 24 hours.

## Rate limiting policy

Rate limiting policy is enabled by default for SMS for better security. To configure it, navigate to **All**, and then enter `sys_cs_provider.list` in the filter. Open the SMS record, and configure the following properties on the **Provider Properties** tab.

- **softpin\_lockout\_enabled**: Enables Soft PIN lockout functionality. The default Value is **true**.
- **softpin\_max\_invalid\_attempts\_interval\_hrs**: The window where users can make the maximum Soft PIN attempts.

**Note:** The maximum window is **24** hours.

- **softpin\_max\_retry\_attempts**: Number of attempts for the user to enter an incorrect Soft PIN after the user account is locked out.

**Note:** The maximum number of attempts is **3**.

If your account is locked, you're treated as a guest user when you start a new conversation. The bot confirms that your account is locked. You're then provided with the public topics and you can also unlock the account using the **Setup/Reset Verification Profile** Virtual Agent topic to reset the Soft PIN and Google authenticator.

\[Omitted image "sms-auth-rate-limit-properties.png"\] Alt text: The Provider Properties tab lists entries for each of these parameters, including the value and description.

**Parent Topic:**[Configure SMS authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-sms-auth.md)