SMS not received

santosh garbham

Audience of statuspage did not receive sms for last incident while they received before. Any reason?

Talar Pavlovic

Hi there Santosh, 

Thanks for writing into Community, I'm Talar from the Atlassian Statuspage support team, happy to help!

There can be a few reasons for SMS not being sent out: 

1. Notifications weren't enabled for the incident/update
2. SMS notifications are not sent for Incident Updates (see this documentation for full table of which notification channel is triggered and when: https://support.atlassian.com/statuspage/docs/notification-event-triggers/)
3. Components were not added to the Incident - for pages that have components notifications will only be sent out if components are added to the Incidents
4. Components were added and notifications were sent - but the user who did not receive an SMS notification was not subscribed to the component(s) on the incident 

Please take a look at these reasons, and if none are relevant in this case, please submit a support ticket (https://support.atlassian.com/contact/) with us with the Incident ID + the number that didn't get the notification and we can investigate further. 

Regards,
Talar