There are a number of potential statuses that messages can display in our reporting. The perfect message will show 'Queued' then 'Submitted' then 'Sent' then 'Received'
In Mobile Report, these are displayed (timestamped) in order from the bottom up. Each status is timestamped and shows exactly what happened to the message.
There are a few 'tips' beneath each status to explain some differences in other countries, or carrier specific quirks.
Queued, Sent and Failed
MT Message Flow Description
MO Message Flow Description
Messages have not left the platform gateway - the application that is sending the message is queuing it in our gateway.
The platform has received the message from the carrier, and routing the message to the customer's application has been completed.
Messages have been sent from the platform gateway, but not yet acknowledged by the carrier SMSC.
The platform has completed the callback request to your configured MO callback URL.
These are messages that failed to be ‘sent’ to the carrier. This can consist of numbers that have opted out of previous campaigns, messages that ‘failed’ because of invalid formatting, or if there was a connectivity issue, or a system issue preventing the messages leaving our gateway.
If a message Fails enough times it will move to a Frozen status and will not be sent to the carrier.
At the moment we will retry 50 times before freezing the message.
Submitted and Received (and Rejected)
These are statuses generated by the carrier. The messages have left our gateway.
Submitted = (in Campaign Manager it's listed as 'Submitted for Delivery') The total number of messages that have been sent to the carrier. It simply means the carrier has acknowledged they have got the messages from our gateway.
Note: This is not a handset delivery status. This is a system status DLR. It will only tell you the carrier has received the message. We do not know what they have done with the message until we receive an updated handset DLR.
Received = is provided by the carrier delivering the message. It means the message was sent to the handset and the carrier has supplied us with a 'Received' status.
TIP: In the majority of cases, a RECEIVED status means the handset has got the message, but sometimes it can be handed to us by the carrier if it has been queued or can't be delivered immediately (rare).
Rejected = is provided by the carrier attempting to deliver the message. It means the message could not be sent to the handset because the number is invalid on the carriers network.
TIP: This can be caused by an expired number, closed account, a ported number not listed in a number portability look up, a number not on that carriers network, or if the number is international, if the carrier does not support masked messages.
Rejected messages are counted in volume reports, and they are billed. This is because we have passed the message to the carrier for delivery, so it is a 'sent' message.
Pending, Expired and Deficient
Pending is a transitional status. Once the message progresses, a new status is usually provided. Pending status is provided by the carrier attempting to deliver the message. It means the carrier has acknowledged they have got the messages from our gateway, but have yet to deliver the message to the handset. (ie ‘Received’).
TIP: Messages can remain in the pending status if the carrier is not able to immediately deliver the message because the phone is unavailable (eg: out of range, switched off, load issues on the carrier network etc).
Each carrier has a set of rules for retrying messages.
If the message is still undeliverable after the number of days determined by the carrier, they may send a final status of 'Failed'... Sometimes they do not.
Expired indicates that the carrier was unable to deliver the MT message within the Validity Period (VP), defined for the message. Not all carriers supply an expired notification.
The Validity Period can be set to a period of seconds, minutes, hours, days or weeks in varying increments up to one year, and is set for MT messages by the carrier. Validity period is currently set for each carrier as per below:
2 Degrees: 3 days - 2 Degrees SMS Delivery Retry process
Skinny/Spark: 5 days - Spark and Skinny SMS Retry Patterns
Vodafone: 1 day - Vodafone SMS Retry Patterns
There are a number of reasons why the carrier was unable to deliver the MT message within the validity period set, some of which are detailed below:
- The handset is not on the network and so is unreachable.
- The handset is in a low coverage area causing intermittent connectivity to the operator network resulting in messages to the handset to not be correctly delivered. This can also cause handset acknowledgement issues, whereby the notification can either, not be sent or is sent but arrives with delay, by which time the message is entered into, or remains in the retry cycle until the message expires
- The SMS inbox is full
Deficient = credit limit of your account has been exhausted. This means your account has a cap on the number of SMS that can be sent, for example trial accounts.