SMS Portal support and troubleshooting
Find the right next step for a campaign, contact import or credit purchase. Use the contact form for an enquiry and include the reference that helps us investigate, not private credentials.
Sent - Awaiting Confirmation or Sent - Confirmation Unavailable
These messages were successfully sent for delivery. Neither status means Not Delivered. Do not resend a message just because its confirmation is missing. The recipient may have received it even when the network has not returned a conclusive result.
Include the campaign reference, approximate sending time and displayed status in your enquiry. Do not attach a full contact export when a reference is enough.
Read the delivery status guideA message was blocked
A blocked message is a final unsuccessful outcome. Possible causes include provider filtering or recipient restrictions; the provider does not identify the exact cause. A block alone does not prove that the recipient opted out, and a final delivery result does not mean the message was free of provider charges.
Do not resend the message automatically. Share the campaign reference with support so we can investigate without guessing the cause.
Contacts or campaign counts do not match your file
Compare imported, duplicate and rejected counts. Check the worksheet, mapped phone column and selected group. In campaign preparation, duplicate numbers and opt-outs reduce the sendable audience.
Review a few records and correct invalid phone formats. Keep leading zeros and international prefixes intact in your spreadsheet. Removing recipients from one campaign should not delete contacts from their groups.
Review contact import preparationA payment has not updated the wallet
Check Payment History and the payment status, not only the checkout return page. Credits are added after confirmed payment. Keep the PayOS or external payment reference for investigation.
Do not pay again merely to test a callback. Never send card details, passwords or PINs in a support enquiry. If the campaign exceeds your current balance, reduce its audience or wait for payment confirmation.
Read the prepaid SMS pricing guideA scheduled campaign has not progressed
Confirm the selected date and time, then inspect whether dispatch has started. Avoid creating a duplicate until the original submission status is clear. Network arrival and delivery reporting can occur after dispatch.
Review scheduling expectationsContact the support team
Use the enquiry form and select Support, email support@ieosuia.com, or call +27 63 808 2493. We do not promise a fixed response or delivery time on this page.