Here is a list of information that is helpful to include when opening a ticket with the Sinch Support Team:
If your fault report is regarding message delivery, you can use this template to ensure the Sinch Support team have all information required to troubleshoot:
Account ID: API or protocol: Message ID or MSISDN: Timestamp of the fault: Fault description: |
The issue field should contain a clear description of the fault. If the fault-report concerns a missing inbound message or malformed content, a screenshot from the end device would also be helpful.
If the fault report is related to connection issues, this template can be used:
Account ID: API or Protocol: System ID/Bot ID/Service Plan ID: Source IP (The IP you're connecting from): Destination IP or FQDN and port (The Sinch endpoint you're attempting to reach): Timestamps of the connection attempts: |
If SMPP/HTTP Basic we appreciate an unencrypted packet capture showing the fault.
Learn how to get started with SMS by watching this step-by-step tutorial. The video explains the basics of SMS and shows you how easy it is to send your first message with Sinch:
Sign up to the Sinch Dashboard and get started today or take a look at the Sinch SMS Product page to learn more about our SMS products.