Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

Why aren't our SMS messages sending?

Check credit, Rights, mobile numbers and automations when SMS don't send.

Key Points

  • FlowLogic sends SMS through your organisation's own SMS provider account. If the account runs out of credit, messages stop sending.

  • Users need the Right to send SMS.

  • Mobile numbers must be correct and in the right format.

  • Replies to SMS don't come back into FlowLogic.

  • Messages longer than 160 characters are sent as more than one SMS and use more credit.

Check your SMS credit

  1. Log in to your SMS provider's website (ClickSend or Sinch MessageMedia).

  2. Check your credit balance and top up if needed.

  3. Try sending the message again.

FlowLogic can't see your credit balance, so it won't warn you before credit runs out. If staff stop getting 2FA codes by SMS, check your credit. They can choose email for their code in the meantime.

Check the person sending

The user sending the SMS needs the right to send SMS. Ask your administrator to check their Group's Rights.

Check the mobile number

  • Make sure the person's mobile number is in the Mobile Number field on their record.

  • Check it's a valid mobile number with no spaces or extra characters. The full international format, for example +61412345678, is the safest.

Check whether a message was sent

There's no SMS log in FlowLogic that you can check yourself. When you send an SMS from a roster shift, a confirmation shows on the shift. To find out whether a particular message was sent, contact our Support team with the date, time and number.

Automations that send SMS

If an automation should send an SMS but doesn't, check the automation's logs on the Automations page to see whether it ran. Your organisation's automations also need SMS turned on - contact our Support team to check.

Changed provider or account details

If you've changed SMS provider, or changed your API key or caller ID, send the new details to our Support team securely so we can update them. Never send keys in an ordinary email.

Related articles