Troubleshooting
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My messages aren’t sending
Section titled “My messages aren’t sending”Check, in order:
- Balance: do you have enough balance? Top up from Billing → Balance & top-ups. See Balance & top-ups.
- Sender ID: is your Sender ID approved? See Apply for a Sender ID.
- Recipient numbers: are they in international format, e.g.
+254712345678? - Verification: has your organization finished verification? See Create your account.
Messages are being rejected
Section titled “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
Section titled “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
Section titled “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?
Section titled “Still stuck?”Contact support: include your organization name and the time of the issue.