Troubleshooting
A customer didn't get the SMS
Common reasons a review request text didn't arrive and how to fix them.
If a customer says they didn't receive their review request, here are the most common causes.
Check the number
Make sure the mobile number was entered correctly, including the country code (for the UK it should start with 44 or 07).
Check the status
On the dashboard, find the customer in the requests table. If the status is Failed, the message could not be delivered. If it's still Pending, the request is waiting in the queue.
Links and spam filters
Some mobile networks filter messages that contain links from unfamiliar senders. If this keeps happening, contact support and we'll help get your sender details verified.
Still need a hand?
Send us a message and we'll get back to you. Contact us