Troubleshoot SMS and MMS Delivery

Troubleshoot SMS and MMS Delivery

Use Analytics → Undelivered Messages to filter failed or unconfirmed SMS/MMS, inspect errors and open the original conversation before retrying.

If a customer says a message did not arrive, start in Analytics → Undelivered Messages in your Office Portal. This view helps you locate failed and unconfirmed messages and open their original conversation. It covers SMS and MMS; connected social channels have their own delivery rules.

1. Find the message in Undelivered Messages

1. Sign in to your Office Portal, expand Analytics and select Undelivered Messages.
2. Set From Date and To Date to include the original send. Dates and times in this view use your account time zone.
3. Choose Status: Failed only for rejected messages, Unconfirmed only for messages without delivery confirmation, or Failed & unconfirmed to include both. Start with both if you do not know the result.
4. Use Sent From to select the business number. Use User if you know who sent it; otherwise leave Any number or Any user as appropriate.
5. In Search, enter a contact, phone number, part of the message or an error. Click the blue Search button to apply the filters.
6. Review the matching rows. Use the page controls or Show to display more entries if needed.

If no rows appear, check the date range and active filters. Use Reset, select the needed range and status again, then search. An empty filtered list does not prove that all messages were delivered.

2. Review the row and open the conversation

Match Date/Time, Contact and Sent From to the original send. Check Status, User, the Message preview and the Error column.

Click the speech-bubble icon at the right of the row, labeled Open the conversation, to review the surrounding messages. Opening the conversation does not resend the message.

• Individual message: compare the message and time in the conversation. If it is not listed here, use Analytics → Messaging Insight to find the message record.
• Group campaign: also open Conversations → Group Messages → Sent Messages and inspect the campaign's delivery report by recipient.
• Scheduled message: confirm its scheduled date, time and time zone. A message still waiting to be sent is not a failed delivery.

3. Interpret the result

Undelivered Messages shows Failed and Unconfirmed results. When comparing it with other message views, keep these meanings separate:

• Accepted or submitted: the portal received the request. This is not a delivery receipt.
• Scheduled: the message is waiting for its scheduled time.
• Delivered: the report confirms delivery. It does not prove that the person read the message.
• Failed: the send has a failure or rejection result. Review the associated error.
• Unconfirmed / no delivery data: no final delivery confirmation is available. Do not describe this as delivered or assume it is a confirmed rejection.

No reason reported in the Error column means no specific reason was provided. If the row says Failed, it is still a failure; the absence of a reason does not prove a spam block or identify its cause. Record the status, date/time and message details for support.

4. Check the likely cause

1. Verify the destination number and whether it supports SMS or MMS.
2. Confirm that the correct business number has messaging enabled and the required registration or verification is active.
3. Review opt-outs and consent. Do not retry messages to someone who withdrew permission.
4. For MMS, inspect the attachment and the limits shown in that composer. Group and individual-message requirements are not necessarily identical.
5. Check the error, content and sending pattern. See blocked messages if filtering is indicated.

5. Retest once or contact support

After correcting an identified problem, use one authorized test to a phone you control and check its result. Avoid repeated sends while status remains unclear.

For support, provide the sending number, destination, date/time with time zone, channel, relevant message or campaign identifier if shown, and the exact error. Share screenshots privately and hide unrelated customer information. Tell support whether the recipient confirmed receipt; portal acceptance alone is not that confirmation.

Need help?

Contact Zonitel Support with the relevant details.