What is a duplicate delivery?
Duplicate delivery is when the same message arrives multiple times to the same number, when the messages was only sent once.
What causes a duplicate delivery?
When the recipient's mobile operator is unable to recognize that the mobile device is switched on and has received the message it results in multiple delivery attempts. This means that there had been no correct response from the handset to the network once the SMS was received. Thus, the operator tries to deliver the message on the handset until a delivery signal has been delivered from the handset to the network. This results in multiple message delivery.
Duplicate delivery occurs more often when the signal is low, such as if the person is roaming on another network, or has low signal. The fastest way to resolve this issue is to restart the receiving device. Please switch it off for 10 seconds before switching back on. This allows the connection between SIM card and network to be refreshed, and delivery will stop.
If restarting the device does not resolve the issue, we can investigate this further on our side. We need the following information from your side:
- The affected recipient number
- Date and timestamps (including time zone) when the message was sent