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  Public Ticket #2917039
SMS not received by some staff
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  • Kylie started the conversation

    Some staff aren't receiving SMS notifications. The SMS is in the history log with a status of delivered, but they aren't getting it. 6 staff are receiving them, 2 are not. We have tried one of their SIM cards in a different device to see if it was device specific but the SMS still didn't arrive. I'm unsure what else to do to troubleshoot further.

  • [deleted] replied

    Hello Kylie, 

    Could you please check if there is any connection in these two numbers - like are they maybe from a different operator than the rest of the employees' mobile numbers? Or maybe a different country? It is strange that for some employees it works, they receive SMS notifications, and some don't . There is probably something on these two numbers that are stopping them receiving the notifications for some reason. 

  • Kylie replied

    Hi Marija

    They are on the same network, but other staff on that network get the messages. They are all in the same country (New Zealand). One is an iPhone 11 the other is a Samsung Galaxy. 


  • [deleted] replied

    Hi Kylie

    Can you please tell us the mobile operator they use?

    Since the rest of the employees are receiving the messages there must be a setting that is blocking them or the operator is blocking them for some reason. If the status in Amelia is delivered the action was successfully completed but the recipient has a restriction active that is preventing him from seeing the result.

    If you like we can take a look from the inside and make sure all settings are correct from Amelia's side?

    Please provide me a temporary WP-admin (administrator) user for your site where this happens and the SMS account credentials.

    We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

    You can write credentials here just check PRIVATE Reply so nobody can see them except us.


  •   Kylie replied privately
  •  2,572
    Aleksandar replied

    Hello Kylie

    Does New Zealand have a national DNC (do not contact) registry? If it does, it could be that these phone numbers have opted-out from receiving messages from applications.

    Can you check that please, as there's nothing in the plugin that would selectively send notifications - they either work, or they don't, so the reason why the messages aren't being sent is not related to the plugin, but elsewhere. We can confirm that these messages are labeled as Delivered on our provider's side as well, so my best guess would be that the phone number itself is opted-out from app-generated messages.

    Kind Regards, 

    Aleksandar Vuković
    [email protected]

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  • Kylie replied

    Hi there, I assume NZ does have something like this, although I have just tried some more tests to my own phone number which has previously received messages from Amelia, and now it's not received although it says delivered in the SMS logs. Do you have any other ideas for troubleshooting?

  •  2,572
    Aleksandar replied

    Hi again Kylie

    There's little that we can do about this. I can log into your website and send myself an SMS, but I have no doubt that it will work correctly for me, since we don't have a national DNC registry.

    If SMS is working fine for some numbers, and not for others, the issue can't be with Amelia, because the plugin doesn't know the difference between phone numbers. It has a command to send an SMS on a number, and that's it. The status "Delivered" is being returned from the carrier, so here's how it actually works.

    Amelia triggers the command to send an SMS. Our carrier sends it, and it delivers it to the provider. That's where the status is coming from. Then, if the provider sees the number on a DNC list, it simply doesn't forward the message to the actual device, but sends it either to their SPAM directory or deletes the message.

    If you previously received messages, but they stopped, the local carrier could've "listened" for repetitiveness in the messages, so if the content of the message is the same, they could block all further messages reaching your number from the number that's been assigned to your account.

    For example, if your message is: "Thank you for your purchase, we look forward to meeting you", and you get that message 10 times (while testing), the local carrier will see and label this as SPAM, so in order to protect you (the receiver), they blocked the number from being able to contact you.

    Can you reach out to your provider, and ask them if this is a possibility?

    Kind Regards, 

    Aleksandar Vuković
    [email protected]

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  • Kylie replied

    Thanks for the help on this, I will try to work with the network provider.

  • [deleted] replied

    You are most welcomesmile.png

    If there is anything else we can assist you with please don't hesitate to open a new ticket.

    Have a wonderful day! 

  • Kylie replied

    Hi again, I'm not getting very far with the network provider. They need more information like who is the SMS provider, what network do they send through etc. How can I get this info? Can you put me in touch with your carrier?

  • [deleted] replied

    Hi Kylie

    We are using Twilio for sending an SMS notifications, and our account is connected with them, I'm sorry it turned out to be a hassle but I believe they will be able to provide you with all needed information.

    D let us know if there s anything else we can do to assist.

  • Kylie replied

    I got this response from Twilio


    Neha (Twilio)

    Dec 16, 2021, 4:35 PM PST

    Hi Kylie, thanks for reaching out. Carriers in New Zealand have recently intensified their message filtering, to help prevent malicious/unwanted messages to their subscribers. As a result, SMS delivery over standard routes has degraded. Carriers want customers to send messages from dedicated short codes. If you plan to send a lot of traffic to New Zealand, we strongly recommend you talk to your Twilio Account Manager (or if you don't have one yet, submit a Sales inquiry) about procuring a dedicated NZ short code. Twilio is currently offering New Zealand short codes in limited availability, pricing here. However, if you are not sending a lot of messages or a dedicated short code is not cost-effective at this time, we can apply to have your traffic whitelisted. This is for transactional messaging only, such as OTP codes or account-related alerts. No marketing or promotional type traffic is allowed. Please note, this enables you to send 1-way (outbound) SMS traffic only: recipients will not be able to reach you with replies. If you need users to be able to reply to your messages, please inquire with Sales about a dedicated NZ short code. In order to be eligible for this option you must:

    ·        Receive explicit opt-in from your end users before you send any messages to them. This means the users must specifically agree to receive messages from you, for example by checking a box on your website.

    ·        Provide all of the information requested below. This is necessary to apply for whitelisting of your traffic to NZ.

    ·        Acknowledge that Twilio reserves the right to remove your traffic from the whitelisted connection if we receive complaints related to your traffic from a carrier or from end users, or if the messages you send to users do not match the use case you describe here.

    Requested Information (all fields are required): 

    Company Name:
    Your Twilio Account Manager (or "none" if you do not currently have one):
    Twilio Account SID:
    Type Of SMS Service (no marketing/promo traffic allowed): e.g. Appointment reminders, OTP/auth codes, etc Service Description:

    ·        Example: Providing order tracking/shipment updates by SMS

    How Does the End User Initiate Service:

    ·        Example: End user provides mobile number during online checkout and checks a box to indicate they want to receive order updates by SMS.

    Your company's Customer Care email address: e.g. [email protected]
    Your company's Customer Care local NZ call number: must be 0800 for a New Zealand number
    Web URL for your end user Terms & Conditions: e.g. yourwebsite.example/terms-and-conditions

    ·        Note: If your Terms and Conditions cannot be viewed online, please provide a copy in PDF format.

    Please note we need all of the above information for you to be eligible to apply. Let me know if you have questions and I will do my best to help. Best, Neha 


    So - I assume that Amelia doesn't have a dedicated NZ shortcode? I can supply most of the information that they are requesting, but I obviously do not have a Twilio Account SID. Can you provide that information? Or if not could you guys go through the whitelisting process instead?

  •  2,572
    Aleksandar replied

    Hey Kylie

    Thank you for checking this with Twilio, much appreciated! I forwarded the info to our developers, and as soon as I hear from them I will let you know.

    If they can retrieve your SID, we'll send it to you also, so Twilio can whitelist your account.

    Kind Regards, 

    Aleksandar Vuković
    [email protected]

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  •  3
    Yash replied

    and please help me in this situation, I also have the same issue here  when I recharged I didn't get any SMS but after few days I started getting it and after that it completely stopped my recharge balance also got used but I haven't got any SMS here, Iam from India please see for my twilio account also.

  •  2,572
    Aleksandar replied

    Hello again Yash

    Your situation is different from Kylie's. Twilio provides limited support for India, and we already informed you that getting the messages to start working in the first place is a stroke of luck which we have absolutely no effect on. I don't know how you got the messages to work, nor why they stopped working after that - by Twilio's guidelines, you shouldn't have been able to get the messages to work in the first place.

    Our developers are exploring other providers for India, UAE, and a few other countries that experience these issues, but we can't say when that will be included in Amelia.

    We already reached out to Twilio about this, and there's nothing in Amelia that we need to do to make the messages work 100% of the time. You can reach out to Twilio, like Kylie did, and check with them what happened since you got the messages to work, and then they suddenly stopped again.

    Kind Regards, 

    Aleksandar Vuković
    [email protected]

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  •  3
  •  1,605
    Marko replied

    Hello Yash,

    But if you have any more questions please feel free to open your ticket and will gladly help you there.

    Kind Regards, 

    Marko Davidovic [email protected]

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  • Kylie replied

    Hi there, my ticket got slightly hijacked and I haven't received anything regarding the information I need to provide to Twilio to get whitelisted - namely the SID. Did you receive any response from your developers on this?

  •  2,572
    Aleksandar replied

    Hey Kylie

    Sorry about the delay.

    I sent a support ticket to Twilio and asked if they can whitelist traffic for NZ, and I also inquired about obtaining the dedicated NZ shortcode, so I'm waiting for their response.

    As soon as I hear from them, I will get back to you. Sorry for the delay!

    Kind Regards, 

    Aleksandar Vuković
    [email protected]

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  •  2,572
    Aleksandar replied

    Hi again Kylie

    I just wanted to update you on this. We're still communicating with Twilio about this matter. We provided our company's info, and we hope they'll whitelist NZ.

    I'll get back to you as soon as I hear something.

    Kind Regards, 

    Aleksandar Vuković
    [email protected]

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  •  2,572
    Aleksandar replied

    Hey Kylie

    We just received information from Twilio that traffic has been whitelisted for NZ.

    Please test it out now, and let me know if it works. Just make sure not to use any marketing/promo content, as those will put you on a blacklist, and you won't be able to use the service anymore.

    Thank you for your patience!

    Kind Regards, 

    Aleksandar Vuković
    [email protected]

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