Overview
SMS messages in Upvise can fail due to account configuration, phone number formatting, message content, gateway/provider issues, or custom workflow logic.
- More information about SMS in upvise: SMS from Upvise - Upvise Documentation - Confluence
Use the table below to help identify the most common causes.
| Category | Possible Cause | What To Check |
|---|---|---|
| User / Account Setup | SMS sending not enabled | Confirm SMS functionality is enabled for the Upvise account |
| SMS gateway not configured | Confirm the SMS provider/service is configured for the database. Projects - Options - Staff - SMS Gateway URL note: if this is blank please contact workbench support to review this. | |
| Phone Number Issues | Mobile number blank | Confirm the contact has a populated mobile number |
| Invalid number format | Verify the number format is valid (no letters or invalid characters) | |
| Missing country code | Ensure the number includes country code (example: +61) | |
| Unsupported characters | Remove spaces, brackets, or special characters | |
| Landline or invalid number | Confirm the recipient is a valid mobile number | |
| Message Content | Message too long | Reduce message length if exceeding gateway limits (640 characters) |
| Unsupported characters | Remove special/unicode characters if unsupported (e.g. remove emoji's) | |
| Carrier filtering | Remove suspicious URLs or spam-like wording | |
| Duplicate/spam detection | Avoid repeatedly sending identical messages |
Things To Check First
Before escalating, confirm:
- The recipient mobile number is valid and includes the country code.
- SMS works when testing with a known good mobile number.
- SMS is enabled for the Upvise account.
- The issue impacts all users or only one user.
- The issue impacts all numbers or only specific contacts.
- Any custom script sending the SMS has populated recipient and message values.
Escalation Information To Provide
When escalating an SMS issue, include:
- Upvise database/client name
- User impacted (person trying to send the SMS)
- Recipient mobile number & name
- Example date/time SMS was triggered
- Whether the issue affects all users or one user
- Whether the issue affects all numbers or one contact
- Whether the SMS is manual or triggered by a custom script/workflow
- Screenshots or error messages, if available