Topic

This article provides troubleshooting steps for contacts in India experiencing issues when attempting to send an SMS message back to the Everbridge platform, typically to confirm receipt of a message or respond to a polling type notification.

Description

The mobile subscriber experiences an error on their handheld device (see image below) when attempting to send a confirmation or polling response back to Everbridge. The error typically appears as an exclamation mark on the device and may read such as: “Not sent. Check options”. 

Key User Level Issues and Recommendations

Insufficient Balance (Prepaid Users)

Sending a message to certain short codes may require talk time balance in addition to a data pack. Customer should check with the subscriber whether the affected user has sufficient main balance.

Handset Restrictions (iOS)

Some devices block premium or short code messages by default. Please verify the following with the subscriber:

Settings > Messages > SMS Settings > Ensure "Send as SMS" is enabled.

Dual SIM Settings

The message might be sent via an inactive SIM. Ensure the correct default SIM is set for messaging.