2.0 Diagnosing problems with SMS
SMS notifications are an important part of the delivery service. If you experience problems, you can check the functionality of the SMS gateway yourself.
First, collect as much information as possible from your partner or customer:
Customer's ordering method (website or an app). An SMS with a confirmation code won’t be sent to a customer if he has at least one successfully received order. Instead, a push notification appears in the app.
Type of SMS (SMS with a confirmation code, SMS with the time of receiving, SMS with details of online payment).
Do other users receive SMS, were there other orders at the same time, or is this a single case?
After that, make a test order with your personal phone number and check if you’ll be able to receive SMS.
If problems with SMS are rare, then most likely this is a local problem. The delivery of SMS messages can be affected by:
Incorrect phone number.
Availability in the GSM network (the phone is offline or in an unstable area).
The ability of the phone to receive SMS (full memory, problems with the device, etc.).
Phone number issue (the phone is off, the number is blocked by the carrier, etc.).
The number of SMS confirmations has been exceeded (if the customer receives an SMS confirmation too many times in a short period of time, the system automatically blocks it for a certain time).
Check the status of SMS messages for a specific phone number through your SMS gateway account.
In case of mass problems with receiving SMS, do the following:
Make sure you have funds on the balance of the SMS gateway.
Check the SMS messages settings in the Control Panel.
Make sure your SMS gateway is working.
To do this, send test SMS from the personal account of the SMS gateway. You can also contact the SMS gateway support.
If SMS messages appear in the history of sent messages in the SMS gateway but are not delivered to customers, the problem may be on the side of a carrier. In this case, we recommend contacting carrier support.
If there are no SMS messages in the history of the SMS gateway, then the issue may be on the side of the SMS gateway or Dots Platform.
In order to eliminate the problem on the Dots Platform side, you need to switch to the backup SMS gateway in the SMS settings. After that, you need to make a test order and wait for SMS.
In case of problems with the default SMS gateway, we recommend using a backup one and monitor the balance on its account.
Link to this article: here
Specific questions
First, collect as much information as possible from your partner or customer:
Customer's ordering method (website or an app). An SMS with a confirmation code won’t be sent to a customer if he has at least one successfully received order. Instead, a push notification appears in the app.
Type of SMS (SMS with a confirmation code, SMS with the time of receiving, SMS with details of online payment).
Do other users receive SMS, were there other orders at the same time, or is this a single case?
After that, make a test order with your personal phone number and check if you’ll be able to receive SMS.
Single cases
If problems with SMS are rare, then most likely this is a local problem. The delivery of SMS messages can be affected by:
Incorrect phone number.
Availability in the GSM network (the phone is offline or in an unstable area).
The ability of the phone to receive SMS (full memory, problems with the device, etc.).
Phone number issue (the phone is off, the number is blocked by the carrier, etc.).
The number of SMS confirmations has been exceeded (if the customer receives an SMS confirmation too many times in a short period of time, the system automatically blocks it for a certain time).
Check the status of SMS messages for a specific phone number through your SMS gateway account.
Mass SMS problems
In case of mass problems with receiving SMS, do the following:
Make sure you have funds on the balance of the SMS gateway.
Check the SMS messages settings in the Control Panel.
Make sure your SMS gateway is working.
To do this, send test SMS from the personal account of the SMS gateway. You can also contact the SMS gateway support.
If SMS messages appear in the history of sent messages in the SMS gateway but are not delivered to customers, the problem may be on the side of a carrier. In this case, we recommend contacting carrier support.
If there are no SMS messages in the history of the SMS gateway, then the issue may be on the side of the SMS gateway or Dots Platform.
In order to eliminate the problem on the Dots Platform side, you need to switch to the backup SMS gateway in the SMS settings. After that, you need to make a test order and wait for SMS.
In case of problems with the default SMS gateway, we recommend using a backup one and monitor the balance on its account.
Link to this article: here
Updated on: 03/06/2024
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