Skip to main content
Find the message or symptom you’re seeing. Each entry says why it happens and what to do.

​
Sender ID registration and approval

Why: a required document is missing. The message inserts the document’s name, which is why it reads “A Authorization Letter”. The same message names the Operating License or the Company Registration Document when one of those is missing or was rejected.Fix: upload the missing business document on the Documents tab, or attach the authorization letter on the Documents step of the New SMS Sender dialog. See Sender IDs.
Why: your organization already has a sender ID with that exact name.Fix: use the existing sender ID, or choose a different name.
Why: the campaign’s Sender ID list only offers approved sender IDs, and you have none yet.Fix: register a sender ID and wait for a carrier to approve it.
Why: a carrier is still deciding, and the sender ID has no approved country yet. This usually takes a few days. The campaign composer shows the same thing as “Not sendable yet, still under review. The campaign will not send until this sender is approved.”Fix: wait for the notification. Nothing is needed from you. To send sooner, pick another sender ID that’s already approved where you’re sending.
Why: the carriers asked so far didn’t approve the sender ID.Fix: open Coverage and documents (the globe icon on the sender ID’s row) to see which countries refused it, and check whether a document was rejected. Email support@brudcast.com if the reason isn’t clear.
Why: Brudcast rejected the sender ID. The reason is shown under the status.Fix: fix the problem the reason describes, then register a new sender ID. The value itself locks once review starts, so a rejected sender ID can’t be edited and resubmitted.
Why: it lost its last carrier approval, so no country is approved any more.Fix: wait for the next carrier decision, and check Coverage and documents for a document that has since been rejected.

​
Sending failures

Why: with the opt-out footer added, the message needs more than the 4 segments a campaign message allows.Fix: shorten it, or remove the characters that switched it to unicode. See Writing SMS content.
Why: an emoji, curly quote or other character outside the GSM-7 set switched the message to unicode, so every segment holds 70 characters instead of 160. The opt-out footer may also have pushed it over a segment boundary, or merge tags expanded to longer values than you expected.Fix: watch the counter under the Message field as you type, and budget for your longest likely merge-tag value. See Writing SMS content.
Why: only contacts with an SMS identity are reached, and numbers that replied STOP are skipped. Neither is charged.Fix: add phone numbers to your contacts in E.164, such as +2348000000001, and set each contact’s country. See Add and edit contacts and Countries and number formats.
Why: the sender ID isn’t approved in those countries. Approval is country by country, so a sender ID approved in Ghana can’t send to a Kenyan number.Fix: check the Coverage column in Channels > SMS > Sender IDs, and exclude the countries it can’t reach until a carrier there approves it.
Why: the number isn’t a valid phone number for its country, so it couldn’t be converted to E.164.Fix: correct the number on the contact, or set the contact’s country so a national-format number can be read. A phone number must be 10 to 20 characters.
Why: Brudcast has no route to that destination.Fix: email support@brudcast.com with the destination country before you plan a campaign around it.

​
Delivery and credits

Why: the wallet ran out, and the campaign stopped at the end of a batch rather than mid-batch.Fix: top up, then send the rest as a new campaign. Turn on auto top-up to avoid it next time. See Credits and wallet.
Why: a carrier accepted the message but never sent a final delivery receipt. After 24 hours the message is marked EXPIRED so the campaign can finish.Fix: nothing. An expired message may well have reached the phone. The status only means Brudcast never heard back.
Why: an SMS is charged when the carrier accepts it, whatever the delivery receipt says afterwards, expiry included.Fix: nothing to reclaim. Recipients who opted out are skipped and not charged at all, and contacts without a phone number cost nothing.
Why: SMS has no open or click tracking. The report leaves these blank rather than showing zero.Fix: measure SMS by delivery, or by traffic to a link you only use in that campaign. See Campaign results.

​
Still stuck

Email support@brudcast.com with:
  • the sender ID and the campaign name
  • the recipient’s number in E.164
  • the time you sent, with your time zone
  • the exact error text

Sender IDs

Register one, upload your documents, and get it approved per country.

Send your first SMS

Put an approved sender ID into a campaign.

Writing SMS content

Segments, the 4-segment limit, and opt-out keywords.

Credits and wallet

How credits are held, spent and topped up.