Did your recipient report that that they did not receive your SMS?

This article will help you if you encounter any of the following issues:

• The SMS has been delivered based on the dashboard status but was not received in the recipient's mobile phone
• The SMS does not show up in the dashboard

The SMS is visible in the dashboard but was not received on the recipient's mobile phone

If the SMS is showing in your SMS overview, this means that your email reached our platform, we were able to convert it and to send it as an SMS. In this case, the issue might be related to the mobile phone of the customer. Please check the following with your customer:

• Are one or multiple customers affected? If only one customer is affected, the issue is most likely related to the phone itself. In this case, check:
  • Is the mobile number valid?
  • Is the phone connected to the network? Try restarting the phone as this establishes a fresh connection with the network.

If you see this is affecting multiple numbers, we can escalate this with the carrier. We need the following information from your side by submitting a request:

• At least two affected recipient numbers (we welcome more samples too!)
• Date and timestamps (including time zone) when the messages were sent 

The SMS does not show up in the dashboard

If the SMS does not appear in your SMS overview, this means that your email did not reach our platform. This can be due to multiple factors. Please check the following:

• Did you register the email address? If not, please go to your MessageBird account, and on left side select Applications → Email to SMS and +Email to register the email address.
• Did you configure your email correctly? If not, please check our Email to SMS in just 3 easy steps article.
• Does your email contain a signature? You can exclude a signature as explained in our article Editing 'Email to SMS message' body.
• Did you add your customer's number in the international format? You can find more information in our Numbers format article.
• Possibly a firewall issue preventing email messages from leaving your systems
• Do you have enough balance in your account? If not, please top-up.
• How long is your SMS? If it is longer than 1377 characters it won't be sent.

If you still encounter issues, we can investigate this further. We need the following information from your side by submitting a request:

• At least two affected recipient numbers (we welcome more samples too!)
• Date and timestamps (including time zone) when the messages were sent