SMS logs and troubleshooting
Monitor sending states, filter messages, resend failures, and diagnose credit, phone, and template issues
Overview and logs
Overview shows balances, daily statistics, and recent messages. Open SMS service → Logs for the full searchable history.
Filter by recipient phone, event, status, or date range. Details include the final body, recipient, segment count, status, and creation and sending times.
Statuses
| Status | Meaning |
|---|---|
| Queued | Recorded and awaiting processing |
| Sending | Processing has started |
| Sent | The provider accepted sending |
| Delivered | A delivery state has been recorded |
| Failed | Sending failed |
| Insufficient balance | Available credit was insufficient |
| Provider failure | Provider sending failed after system attempts |
Sent does not establish receipt on the handset. The current send path records successful provider acceptance as “Sent”. A “Delivered” status in the list does not guarantee delivery receipts for every message.
Resending
Resend is available for failed, insufficient-balance, and provider-failure messages. Resolve the cause before selecting Resend on that message.
It reuses the message's existing final content and recipient and requires sufficient credit. Editing a template later does not rewrite an existing message for resend. Queued, sending, or sent messages cannot be resent through this action.
Troubleshooting
| Symptom | Check |
|---|---|
| No new message record | Service and event/reminder enabled states, valid phone source, and template selection |
| Template unavailable | Approval, active state, and matching event type |
| Insufficient balance | Available and reserved balances; top up and resend |
| Provider failure | Recheck status; resend the failed message after the issue is resolved |
| Missing reminder | Tehran send time, customer creation or expiry date, enabled step, and customer access state |
| Missing menu or action | Review project permissions with the owner |
Invalid phone numbers and disabled events can prevent queue creation entirely. A missing record does not necessarily indicate provider failure.
For persistent failures or long queue delays, collect the project identifier, message identifier, and occurrence time for support. Do not share API keys, passwords, or private customer data in public communication.
Before enabling broadly
Check phone sources, choose an approved compatible template, review available credit, and enable only the needed reminder steps. Inspect final bodies and segment counts after your first controlled sends.
Return to SMS setup.