There could be several reasons why you are unable to send an SMS alert. Here are a few reasons and troubleshoot the issue:
SMS API stops working
To verify
- Login to your account.
- Got to Setting > General > Admin/ Reseller/ Company.
- Double-click on the account for which you want to configure SMS.
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Click on the SMS tab.
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Run the API in the browser to confirm if it working. Outputs are different as per the provider.
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If any modification required in authentication i.e. User name, Password or Sender ID etc then update working authentication in API and then verify the same.
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Verify the SMS balance in API.
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Wrong SMS configuration on the Alert
To verify
- Login to your account.
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Go to Setting > General > Alert.
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Double-click on the alert for which SMS alerts are not received.
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Make sure the SMS option should be checked marked.
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SMS Gateway: Select the type of gateway from the two available.
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Inherit: If the new user wants to use the SMS service created by the parent user.
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Custom: To create a new SMS service.
SMS Gateway URL: To configure SMS Gateway. If a user has purchased a bulk SMS service and wants to integrate them, then he has to configure the bulk SMS API received from the service provider.
Check for the daily SMS limit with your service provider
There are providers who keep the limit for sending the SMS on daily basis. check with the provider if they have configured any limit for the SMS.
Ensure that the templates configured on the platform precisely match the templates approved by your service provider.
The platform offers the ability to configure customized templates for SMS messages. It is important to note that in certain countries, regulatory authorities may require prior approval of these templates for bulk SMS distribution. If the template used on the platform does not align with the approved version, the SMS may be sent to the SMS gateway but will not be delivered to the recipient.
For further information, we encourage you to refer the dedicated knowledgebase article on Alert Notification Templates.
If you have followed all the steps outlined above and are still experiencing difficulties making changes, please submit a support ticket for further assistance.
How to raise a ticket on support?