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