Troubleshooting

My messages aren’t sending

Check, in order:

1. Balance: do you have enough balance? Top up from Billing → Balance & top-ups. See Balance & top-ups.
2. Sender ID: is your Sender ID approved? See Apply for a Sender ID.
3. Recipient numbers: are they in international format, e.g. +254712345678?
4. Verification: has your organization finished verification? See Create your account.

Messages are being rejected

A failed or rejected status usually means:

• The number is invalid or unreachable.
• The Sender ID isn’t approved for that destination.
• The recipient has opted out (see Suppressions).

Failed messages are refunded automatically. Check the reason under Campaigns → Reports.

I can’t sign in

• Check your email was verified when you signed up.
• Use Forgot password on the sign-in screen to reset your password.
• Still stuck? Contact support.

Something is missing from my dashboard

Some sections are hidden depending on your role. Ask an owner of your organization to check your role.

Still stuck?

Contact support: include your organization name and the time of the issue.