Email SMS Troubleshooting Guide

Our Email SMS feature allows users to send an email, which will be automatically converted to an SMS for delivery.

For a detailed guide on setting up Email SMS see: How to set up Email SMS

For a detailed guide on using Email SMS see: How to send messages using email - Email SMS

Here are the top issues when sending Email SMS

Delivery Failure - The originating email address is not authorised to send SMS

When using Email SMS, the email account that you are sending the email from, must first be added to your account. This is known as "white listing" the email address.

If you receive an email reply with the text "Your SMS to XXXXXXX could not be sent. The originating email address is not authorised to send SMS", please add the address in the Email SMS section of your account.

Delivery Failure - There are no valid recipients for this message.

If you get this error and you are sure of the number validity, its possible the contact is opted out. Check the Global Opt Out list in your account to see if the number is there.

How do I remove contacts from the Global Opt-Out list?

The received SMS is cut off

There are several reasons why the SMS can be cut off, when it is rendered on a handset. Here are the most common reasons, from most common to most rare.

Email SMS setting

When an email address is added to the Email SMS screen, a setting "Message Limit" is set. This defines the maximum number of SMS' that can be used for a single message. If the setting is not set to the maximum value (4 SMS), try increasing this setting.

Character count

There is a maximum message length that our platform supports. 

How many characters can I have in my text message?

If your Email exceeds this length, then our system will still send the SMS, but the message will stop once it reaches the maximum length.

Keep in mind that emoji's or characters from non-English alphabets cut the character limit in half. More details can be found

How to add emojis into your message

Double line break

Because emails often include signatures, containing images, our system will ignore anything in the email after two line breaks (two empty lines for text).

I have a different issue

If you have not found the cause of the problem, we can help. Please contact support for further assistance.