Troubleshooting

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Use this page to investigate issues across SMS delivery and reporting, including delivery inconsistencies, unexpected cost patterns, and inaccurate delivery reports.

Fake delivery reports (fake DLRs) [#fake-dlrs]

The following table lists symptoms, causes, and recommended actions for fake delivery reports.

Symptoms	Possible causes	Actions
Delivered status but the end user does not receive the SMS Issue isolated to single destinations or individual end-user complaints Fake DLRs increase when using low-cost aggregator routes Issues isolated to certain sender types or templates	Operator or downstream systems return delivery reports without handset delivery Low-quality or low-cost routing Infrastructure limitations or intentional operator behavior	Rerun tests with multiple devices and networks Check for device-level issues such as spam filtering, blocked sender, or poor network coverage Review detailed delivery statuses in Analyze Retest after waiting for a few hours to eliminate temporary network issues Collect multiple samples (message IDs and timestamps) before contacting Infobip Support Consider switching to higher-quality routing if issues repeat

Missing or delayed delivery reports [#missing-delayed-dlrs]

The following table lists symptoms, causes, and recommended actions for missing or delayed delivery reports.

Symptoms	Possible causes	Actions
Messages remain in a pending state for longer than expected Delivery reports arrive later than similar traffic Webhook endpoints do not receive delivery reports	Operator congestion or long retry periods Routes that do not guarantee delivery report return Unreachable or misconfigured delivery report webhook	Verify that your webhook endpoint is reachable and returns HTTP 200 Check webhook logs to confirm if reports are forwarded from the platform Compare operator retry windows with expected delivery timelines Test traffic with a different routing profile to validate behavior

Unexpected cost increases [#unexpected-cost]

The following table lists symptoms, causes, and recommended actions for unexpected cost increases.

Symptoms	Possible causes	Actions
Higher total cost or cost per message Increased cost for specific destinations or sender types Spikes for otherwise identical campaigns	Destination operator price changes Unicode characters causing message concatenation Sender restrictions causing fallback routing Routing profile or quality tier selection	Check message text for characters that affect message length Review destination pricing updates Ensure sender configuration meets country restrictions Compare cost across routing profiles in Analyze

Inconsistent metrics across dashboards [#inconsistent-metrics]

The following table lists symptoms, causes, and recommended actions for inconsistent metrics.

Symptoms	Possible causes	Actions
Delivery totals differ across dashboards Message counts or costs do not match other reporting tools Conversion totals vary across views	Different aggregation intervals across dashboards Data refresh timing differences Filters targeting different segments such as country, sender, tag, or scenario	Align timeframe filters across dashboards Verify that all filters target the same traffic segment Compare message IDs when resolving discrepancies Review data refresh timings compared with near-real-time webhook data

Related pages

Reports and insights
Explore available SMS reporting options.

Send and track
Review delivery modes and webhook configuration.

Multilingual SMS
Check if encoding issues are causing unexpected message splitting.

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