Some SMS text not received

Some SMS text not received

Some SMS text not received

dwadke
I'm a Participant Level 1

Some SMS text not received

I do not receive SMS text verification code from an international company. I get other SMS texts from Canadian and even from the Netherlands. Hence I beieve it may be an intercarrier text messaging issue as I worked as a telecom engineer.

 

Customer Service does not know why this happens. How can I escalate this?

1 REPLY 1
FidoNick
Moderator

Hey @dwadke! Smiley

 

We'd love to get to the bottom of this for you! 

 

Do you know if this company is sending the texts from a regular phone number or from a shortcode?

 

If it's a shortcode, only the ones that are approved for use in Canada can be received. You can find the list here.

 

If it's coming from a phone number, a ticket with our technical team will need to be opened in order to investigate. In order to do that please contact us by phone and request to speak to tech support. Before you do that, we need to ask you to please gather specific examples as they'll be needed in order to investigate and have a ticket opened. They will need:

 

- Exact date and time of text not being received (this would be the time you triggered it)

- The number it is coming from 

- Your phone model

 

Once you have that information, please contact us

 

If you prefer, we can always also PM you here on the Community, just let us know.