Find the message in history
Open SMS → Message history. Use the search, status, source and date filters to narrow the list. History includes Web, API and Mobile activity; you can also switch to By recipient.
Review the sender, recipient, timestamp, segments, cost and status. Open the relevant message to inspect its delivery activity. Record its message reference before deciding whether to send again.
Read the status in context
- Queued
- The message is queued for processing. This is not delivery confirmation.
- Sent
- The send stage has been reported. Check later delivery activity for the outcome.
- Delivered
- Delivery is reported as successful. This does not mean the recipient read the message.
- Failed or delivery not confirmed
- Inspect the message’s detailed explanation. A lack of delivery confirmation should not be treated as proof that a recipient read or received it.
- Refunded
- Review the message’s refund state separately from its delivery outcome. Use the recorded status and billing details rather than assuming every failure has the same billing result.
Do not repeatedly resend while investigating. A new send can create another message and another charge.
Check the next message before sending
- Select an available Sender ID. Use Request Sender ID if you need another identity, and follow its review process.
- Enter recipients in international E.164 format, one per line or separated by commas.
- Review the encoding and segment count shown for your text.
- Select Review SMS to check recipients, availability and exact cost before anything is queued.
- Review the remaining daily allowance and any account restrictions before confirming a send.
Changing the text can change the segment count and cost. Destination and sender requirements also matter; do not assume every combination is available.
For messages sent through the API
Keep the send-response references and inspect the documented status and delivery workflow. The current webhook events are sms_sent, sms_delivered and sms_failed.
Handle duplicate events using the event ID. Follow the current documentation for correlating send responses and delivery events; message and delivery-job identifiers are not interchangeable.
What to send to support
- The message reference, sender and affected recipient.
- The send time and timezone, source (Web, API or Mobile) and reported status.
- The delivery explanation and whether the issue affects one destination or several.
- Relevant segment, quote or charge details when the issue concerns cost.
Use a representative example and omit API keys, passwords and unrelated message contents.
Prepare a support request