SOS Alert SMS Not Being Received

An SOS alert may be generated successfully on the platform, but the SMS notification may not be received if the SMS limit configured at the reseller level has been exhausted.

SMS limits configured for a reseller are shared across all companies under that reseller. They are not allocated separately to each company.

Example Questions

• • Why am I not receiving the SOS alert SMS?
  • Why is the SOS alert generated but the SMS is not received?
  • Why are alert SMS notifications not being sent?
  • Has the reseller SMS limit been exhausted?
  • Is the SMS limit shared between companies?
  • Why is one company unable to send SMS even though its own usage is low?
  • How can I check whether the SMS limit is affecting alert notifications?

Symptoms / How to Identify

• The SOS alert is generated on the platform.
• The SMS action is enabled in the alert configuration.
• The intended recipient does not receive the SMS.
• Other alert actions, such as Notification, may still work.
• The company is under a reseller account with an SMS limit configured.
• The reseller's shared SMS limit may have been exhausted.

Information Required Before Troubleshooting

Check the following:

• Company name.
• Parent Reseller account.
• Alert name/type.
• Whether SMS is enabled under the Alert Action.
• Recipient mobile number(s).
• SMS limit configured at the reseller level.
• Current SMS usage.
• Whether the daily or monthly SMS limit has been reached.

Troubleshooting Steps

1. Open the affected Company account and verify the alert configuration.
2. Navigate to the relevant SOS Alert.
3. Verify that SMS is enabled under the Action section.
4. Check the recipient mobile number(s) configured for the alert.
5. Identify the parent Reseller under which the company is configured.
6. Check the SMS limit configured at the Reseller level.
7. Verify whether the configured daily or monthly SMS limit has been exhausted.
8. Remember that the SMS limit is shared across all companies under the reseller.
9. For testing, temporarily remove the SMS limits from the Reseller account.
10. Trigger a test SOS alert.
11. Check whether the SMS is received successfully.
12. If the SMS is received after removing the limit, the issue was related to the reseller-level SMS limit.

Possible Cause

The most likely cause is that the SMS limit configured at the reseller level has been exhausted.

For example, if the reseller has a monthly SMS limit of 100, those 100 SMS are collectively available to all companies under that reseller.

The limit is not 100 SMS per company.

Therefore, even if a particular company has used very few SMS, it may be unable to send an alert SMS if the overall reseller limit has already been consumed by other companies.

Resolution / Action

Check the SMS limit configured under the parent Reseller account.

If the limit has been exhausted:

• Remove or increase the applicable SMS limit, as required.
• Test the SOS alert again.
• Confirm whether the SMS is successfully received.