Support Center

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Why did my message get delayed or not get delivered?

Last Updated: Sep 23, 2018 11:10AM UTC

The most likely reason for a particular SMS to not be delivered or delayed is congestion on the operator's network at the time of the request.

If you are seeing this only with one particular phone number, make sure these items are reviewed:

  1. Have end user reboot their mobile device.

  2. Ensure the end user is using an SMS enabled phone number.

  3. Ensure the end user does not have spam filtering enabled through their operator plan.

In the case that non-delivery or delays are being seen on multiple end user handsets it could include one of the following reasons:

  1. Operator level related issue or outage

    • If an operator is having an issue on their platform, no connection will be able to successfully send an SMS message and TeleSign services are subject to resolution on the operator's end. In these cases, you are provided with an alert to keep you updated until resolution of the issue is reached by the operator.

  2. Network issues or route delays

    • TeleSign has multiple connections to all supported operators and a full Quality and Support team monitoring delivery of messages. If there is an issue, TeleSign's team will make the necessary adjustments to ensure delivery quality is maintained.

  3. Content or SenderID filtering

    • Operators have the ability to filter via content or SenderID at their discretion. Due to the operator relationships that TeleSign has created and maintains and our focus on security messaging, this is not often an issue, however, it does occur from time to time. TeleSign Quality and Support teams will work with you and the operator to resolve the issue.

For any SMS messaging related issues, please contact the Support team and your inquiry will be escalated as needed to help resolve the issue.
 

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