Troubleshoot Channel Health
Channel Health
Your SMS channel has a health status indicated by a colored dot (green, yellow, or red). You can see this in the SMS setup.
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By clicking on a channel, you can view more details.
Once you resolve all yellow or red entries for your number, your channel's status will update to green.
Green means all is OK.
Yellow means something is off; the channel may still deliver some messages, but not all traffic is assured (for example, it may deliver to some countries but not others).
Red means the channel is not expected to deliver any messages.
Detailed Health Check
If you check the channel health tab, you will find a detailed list of status checks. The most important are:
Number and subscription check: This indicates if the number is paid for and still belongs to you. If the subscription is left unpaid for too long, the number may be removed and made available to other clients.
KYC and compliance requirements: These indicate if your channel registration information is both filed and approved.
Capability: This means if your number is active for SMS (or MMS).
A grey capability indicates the number does not support that function (nothing can be done about it; it is the nature of the number).
A red capability indicates the channel cannot send or receive traffic, which is usually the case when one of the previous checks causes it to be disabled.
Troubleshooting
If you experience any issues, you can troubleshoot by going to the number admin page.
You will need to know what type of number you are using. This is straightforward:
A long code is a standard phone number.
A toll-free number is a long number that your users do not pay to reach out to. The format varies by country, but their area code usually starts with 8 (for example, a toll-free number in the USA, country code +1, may start with +1 833).
A shortcode is a 4- to 5-digit number.
An alphanumeric sender ID is a string of letters you register to deliver your traffic to your users from your own brand. For example, we send OTPs to access the Bird platform via 'Bird.'
You can click on the right category and access the list of numbers of that type you own. The next step is to click on the one you are troubleshooting.
Numbers Overview Page
In the overview page, you will see if the number has its capability and subscription in green. When not, a tooltip will tell you what is required to fix it (in the example below, the subscription was deactivated).
Although different country numbers or senders (asl alphanumeric ) have different info they all share the same structure and they all require the same troubleshooting actions
USA Toll Free numbers
UK Long Code
Alphahnumeric
Short Code
Numbers Compliance Page
If the subscription is okay but your channel health was red or yellow, you most likely will have compliance issues. The compliance tab will vary a lot between different numbers, as compliance regulations vary widely from country to country, but you will see an indication of what compliance bundles you are required to have. Those bundles will each have a status following the same color scheme: green, yellow, and red.
Green: All is okay.
Yellow: Review is pending (this should fix itself given time).
Red: Something was rejected.
Grey: Compliance is not submitted and, in this case, acts as a block, as compliance is always mandatory when present.
Your goal is to ensure all compliance entries are green."
Special handling: Alphanumeric Destination page
If you are checking an alphanumeric sender ID, you will also see a list of designations. Again, alphanumeric sender IDs (again, strings of letters like Nike, Netflix, or Bird) have different requirements per country, so not all countries work alike or at the same time.
Special handling: 10DLC
A special issue is that if your number was a 10DLC (as a USA long code), not a toll-free number, a dedicated page exists (under Numebrs -> 10DLC compliance). Some information and status will be available in the long Code entry
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