If a recipient has not received your SMS sent with Sarbacane Campaigns, the cause is almost always one of the following: the campaign has not been sent yet, there is a problem with the number, the contact was excluded, or the phone classified the SMS as spam. Check these in the order below.
A Sarbacane Campaigns license.
The campaign name and the number of the recipient concerned.
Check that the campaign was sent. In My campaigns, check its status. An SMS marketing campaign scheduled for the evening, Sunday, or a public holiday will be sent during the next permitted time slot (Monday to Saturday, 8 a.m. to 8 p.m.).
Check whether the SMS was received. Below the thumbnail for the sent campaign, check the number of SMS messages delivered. For a specific recipient, open the campaign statistics, then Behavioral tracking, and check the Received column.
If the SMS was received, ask the recipient to check their SMS spam folder. Once the SMS has been delivered, Sarbacane can no longer know what the phone does with it.
If the SMS was not received, check the number: it must be a mobile number, written in international format (+33 6 06 06 06 06), and it must follow the same format in all your lists. If you combine lists where numbers are written differently, some contacts may be excluded.
Important: contact analysis applies a single country code to all numbers: the code for the country from which you create the campaign. If your list contains numbers from multiple countries, do not run the analysis: go directly to the Verification step, which only checks for unsubscribed contacts, undeliverable numbers, and invalid numbers.
Check that the contact has not been excluded. While creating an SMS campaign, at the Recipients step, in the top right of the screen below the Next button, click the three dots, then run the Contact analysis. Sarbacane automatically excludes contacts without a phone number, landline numbers, duplicates, undeliverable numbers, and unsubscribed contacts.
Resend the SMS to contacts who did not receive it using a Non-recipients follow-up. If it still doesn't arrive, ask the recipient to check that their number is active and can receive SMS messages, then contact customer support and provide the campaign name and the number concerned.
You know at which step the SMS was lost and what action to take.
Check your spam folder, then wait a few minutes: sending may occasionally be delayed. If the test still doesn't arrive, contact customer support and provide the campaign name and the number tested.
Note: a test SMS uses credits, just like a regular send.
Remove the number from your NPAI list in Sarbacane Contacts, then contact customer service so they can also remove it from Sarbacane’s internal list.
Check that each number has the correct country code. Some countries cannot receive SMS messages sent from Sarbacane, including the United States.
