Support
One inbox, and a short list of things to include so the first reply is an answer rather than a request for more information.
How to reach us
- [email protected]
- Hours
Monday–Saturday, 10:00–19:00 IST. Messages outside those hours are picked up the next working day.
- Write from your registered address
Anything touching account access, billing or credentials has to come from an address on the account. We cannot action those from an unrecognised sender, which is the point.
What to include
Your account email
The address the account is registered under. Without it we cannot find you.
What you were trying to do
One sentence. "Send an OTP to my own number" locates the problem far faster than "it isn't working".
Whether it is one message, some, or all
This single detail narrows the cause more than anything else. All of them points at registration; some of them points at recipients.
A message ID
From the Messages page or from the API response. It lets us look at exactly the message you mean, rather than one that looks like it.
The exact error text
A screenshot rather than a paraphrase. The wording carries the specific reason.
Things only support can do
- Change your billing mode, between charged on send and charged on delivery. See Billing and wallet.
- Adjust your pricing, where a commercial agreement covers it.
- Look into a message that behaved unexpectedly, using the message ID.
- Re-open a rejected sender ID or template review after you have corrected what was flagged.
Things support cannot do
Being direct about these saves everyone a round trip.
- Register your entity, sender ID or templates on a DLT portal. Those are registered in your company's name and must be done by you. See Register your entity.
- Recover a lost API key. Keys are stored hashed and shown once. If yours is lost, revoke it and create another; that takes seconds.
- Get a message delivered to a number on DND when it is promotional, or outside the permitted hours. That check happens at the operator.
- Make a rejected message arrive. A rejection is final for that message. Fix the cause and send a new one.
Before you write
Most reports resolve against Troubleshooting, which is organised by the pattern you are seeing rather than by the error text. It is worth two minutes, particularly for messages that send successfully and never arrive, which is almost always one specific thing.