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Is it normal for SMS messages to not be sent to all subscribers?

We have been receiving reports from our customers that they are not receiving all of our notifications. We have confirmed that they have selected the appropriate components within Statuspage and that they should have received said SMS. 

Are there any known issues that SMS messages will not reach the customer at all times? 
Is there an easy way to confirm who received and didn't receive our alerts? 

1 answer

0 votes

Hello @samuel.deleon 

This is Mubeen, I will be happy to help :)

There can be a number of reasons for SMS not being delivered to end-users. It depends on the network availability or any provider-specific issues. Currently, it is not possible to track the SMS delivery details to subscribers from your end.

Also please note not all Incident events trigger SMS notifications, here is the documentation to help explain event triggers for notifications: https://support.atlassian.com/statuspage/docs/notification-event-triggers/

We will be able to investigate if the expected SMS delivery is failed to any specific number If you want to be able to share more information about this case with phone number details you can go ahead and create a support ticket with us to do a deeper investigation via https://support.atlassian.com/contact/

 

Thank you
Mohammed Mubeen

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