---
title: Troubleshoot PingID
description: This section lists common issues that end users may encounter.
component: pingid
page_id: pingid:pingid_service_management:pid_troubleshoot
canonical_url: http://docs.pingidentity.com/pingid/pingid_service_management/pid_troubleshoot.html
revdate: January 28, 2024
section_ids:
  alternative-authentication-options-not-presented-in-add-a-new-device-dialog-box: "Alternative authentication options not presented in \"Add a New Device\" dialog box"
  the-phone-number-does-not-appear-on-the-enrollment-screen: The phone number does not appear on the enrollment screen
---

# Troubleshoot PingID

This section lists common issues that end users may encounter.

## Alternative authentication options not presented in "Add a New Device" dialog box

When **EMAIL** is set to **RESTRICT**, which references a `groups` attribute that has a unicode value, the alternative authentication options are not presented when the **Add a New Device** dialog box is opened from the Self Service management page.

As a workaround, the `groups` attribute should be removed from the mapping. For more information on attribute mapping, see [Configuring LDAP attributes in PingFederate](pid_configuring_ldap_attributes_in_pf.html).

## The phone number does not appear on the enrollment screen

The enrollment screen does not display pre-populated SMS or Voice phone numbers from the user directory, even though the **RESTRICT** and **PRE-POPULATE** settings are selected for **SMS** and **VOICE**, and the `phoneNumbers` attribute has been defined.

This is due to the google-libphonenumber validation method on the Self Service management page. The international country code is required, with a leading "+", unless it is a valid United States or Canadian number. When the number is set to **RESTRICT**, but flagged as invalid, this authentication option is not displayed.

|   |                                                                       |
| - | --------------------------------------------------------------------- |
|   | The **RESTRICT** feature only works with external identity providers. |

For more information, see [Configuring the phone number attribute in PingOne](pid_configuring_phone_number_attribute_in_p1.html).