SMS operations guide
SMS not delivered? Check the original send before retrying. The SMS delivery report can help you distinguish a message accepted for processing from one reported delivered or failed. A delivered status cannot tell you whether the recipient read the text.
What should I do when an SMS is missing?
| What you can see | What to do next |
|---|---|
| Accepted for processing | Find the message record and check for any later delivery information available through your sending route. |
| Pending or no update | Check the time, destination and sending record. Allow for the time your workflow expects before investigating further. |
| Reported delivered | Confirm the destination was correct. Use a reply, booking or other business event if you need to know whether the recipient acted. |
| Failed | Read the available reason. Check the destination and message details before deciding whether a new send is appropriate. |
| API timeout or unknown outcome | The request may have been accepted. Look up the original send before issuing another request. |
The wording and detail of a status can differ by sending route. Use the report available in your account. If an integration depends on delivery receipts, ask which workflow supports what you need before building around it.
What if it says delivered but the recipient didn’t get it?
Say a customer is waiting for a collection text. Check the destination and send time against the order record first. If they match, confirm the collection details through your agreed backup channel and investigate the original send before trying another SMS.
For a portal campaign, open the Campaign report and filter by the send date and campaign name. If you still can’t explain what happened, note the message or campaign reference and the status shown before contacting support.
What should I have ready when I ask for help?
Record the date and time with its time zone, the sending route, the message or campaign reference if available, and the exact status shown. If the issue affects a batch, note whether one recipient or several are affected.
Keep credentials, full recipient numbers and message contents out of public logs and screenshots. If support needs more detail, agree a secure way to share it.
How do I test reports before a wider send?
Use a number you control or have permission to contact. Send one short test message, retain the available response and check the report separately. If you're using the API, agree who handles unknown outcomes and who can pause sending.