SMS messages do not arrive
The guest entered a phone number, but the password message never lands.
Symptom
The portal reports that the message was sent, yet nothing arrives on the phone. Or the portal itself shows an error when the guest requests the message.
Check these first
- Send a test message to your own number from Settings → SMS Gateway. If the test fails, the problem is the provider configuration, not the portal.
- Check the provider's balance. Captivo checks it daily and e-mails you when it drops below the threshold you set.
- Open the SMS tab under Settings → Logs and find the guest's number: a provider error message there names the cause directly.
Possible causes
Provider settings are wrong
How to tell: The test message fails; the send log shows an authentication or sender error from the provider.
Fix: Re-enter the API credentials. The sender name (originator) must be one the provider has approved for your account; an unapproved header is silently dropped by some operators.
The balance ran out
How to tell: The log shows an insufficient-balance error, or the daily balance e-mail already warned you.
Fix: Top up with the provider. Set the warning threshold under Settings → SMS Gateway high enough to cover a busy weekend.
Number format
How to tell: Only some numbers fail: foreign numbers, numbers typed with a leading zero, or numbers with spaces.
Fix: Captivo normalises Turkish numbers to the international form before sending. For foreign numbers the guest must include the country code, and the provider account must allow international delivery.
A rate limit was hit
How to tell: A guest who taps "send again" repeatedly gets a too-many-attempts message; others are unaffected.
Fix: Expected. The portal limits requests per device and per source address (five in ten minutes) and per phone number, so a stuck button cannot drain the balance. Ask the guest to wait a few minutes.
The daily SMS budget is spent
How to tell: Messages stop for everyone from a certain hour of the day; the log shows the daily limit.
Fix: Raise the daily limit under Settings → SMS Gateway. The counter resets at the start of each day.
An anomaly alert arrived
How to tell: You received an "unusual SMS volume" notification; guests may or may not be affected.
Fix: The alert does not stop sending; it tells you that many distinct numbers requested messages in a short time. Check the send log for abuse of the portal. The threshold can be changed under Settings → SMS Gateway.
If it is still not solved
- The guest's number and the time of the attempt
- Which SMS provider you use
- The send log line for that number
- The result of the test message from the panel