---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Rate limiting policy for SMS Authentication

# Rate limiting policy for SMS Authentication {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Rate limiting policy locks out a user when an invalid or incorrect Soft PIN is entered
consecutively for 3 times in a span of 24 hours.

## Rate limiting policy {#sms-authentication__section_qvk_xxl_dwb}

Rate limiting policy is enabled by default for SMS for better security. To configure it, navigate to All, and then enter <kbd class="ph userinput">sys_cs_provider.list</kbd> 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.  
  Hinweis:  
  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.  
  Hinweis:  
  The maximum number of attempts is 3.

  If
  your account is locked, you are treated as a guest user when you start a new conversation. The bot confirms that your account is locked. You are 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.
{#sms-authentication__ul_h3h_lqw_fwb}