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MobileConnect - Information needed to investigate delivery issues

Publish Date: Jun 9, 2025
Description
When creating a Support case to review one of the below problems, there is a minimum amount of information we need before we can investigate any of the following:
  1. Messages not being delivered
  2. Delay in receiving messages
  3. Messages showing as delivered but device owners say the message is not received
Resolution
First, be sure to review the MobileConnect Guides for SMS Sending and MobileConnect Delivery Receipts documentation for more information on market limitations or general delivery receipt information.

Second, review this helpful video on troubleshooting SMS delivery.



If the above information does not resolve your issue, please review the information needed for Support to investigate your company's issue.
 

Minimum Information Needed to Investigate

  1. At least 5 mobile numbers experiencing the same issue
  2. Sends must have happened no greater than 7 days ago
  3. Name of the message with the issue
Knowledge Article Number

000383994

 
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