Troubleshooting Common Issues with CommPeak SMS Services

Find the issue you see in the tables below, then open its article for the full fix. Most Messaging Service issues come from the account balance, number formats, message content, or API settings, so start with the quick checks.

Check these first

Run these checks before you open an article. They solve many sending and delivery issues.

Make sure your account has enough balance and has not reached its balance threshold. See Monitoring Spending From Dashboard.
Make sure recipient numbers use the full international format, including the country code.
Make sure recipients have opted in, your message content follows local rules, and marketing messages go out within your Sending Hours.
For API sending, check your API keys and request parameters against the HTTP(S) API Description.
Send a test message as described in Sending Test SMS Messages, and check its status in Generating SMS Delivery Reports.

Sending and delivery

Use these articles when messages do not arrive, arrive late, or are blocked.

Issue	What you see	Common causes
Message Delivery Failures	Messages do not reach recipients	Insufficient balance, invalid or incorrectly formatted recipient numbers
Delayed Message Delivery	Recipients get messages long after you send them	High traffic volume, carrier delays
Compliance and Regulatory Issues	Messages are blocked or flagged	Restricted content, recipients who have not opted in, marketing messages sent outside sending hours, a destination country the sender is not registered for

API and two-way messaging

Use these articles when API requests fail or customer replies do not reach you.

Issue	What you see	Common causes
API Integration Issues	Requests through the SMS API return errors	Authentication failures, invalid parameters, a balance that has reached the threshold
Issues With 2-Way Messaging	You cannot receive or answer customer replies	DID number configuration, platform settings, Two-Way SMS not supported for the number

Still need help?

For an overview of message types and billing, see Overview of CommPeak Messaging Services. If none of the articles solve the issue, contact CommPeak Support and include the recipient number and the time you sent the message.