My recurring campaign failed. How do I fix it?

Failed executions can occur for various reasons. Follow this troubleshooting guide:

Step 1: Check the Error Message #

Go to Reports page and look at the Error Message column.

Common Errors & Solutions: #

1. “Insufficient Credits” #

Cause: Your account balance is too low

Solution:

• Add credits to your account
• Campaign will retry on next scheduled execution
• Consider setting up low balance alerts

---

2. “Invalid Sender ID” or “Sender ID not active” #

Cause:

• Sender ID was deleted
• Sender ID was deactivated by admin
• Sender ID expired

Solution:

• Go to Sender ID page
• Verify sender ID status
• Edit recurring campaign to use active sender ID
• Wait for next execution

---

3. “No contacts found in selected groups” #

Cause:

• Groups are empty
• All contacts were removed
• Groups were deleted

Solution:

• Go to Group Management → Contacts
• Add contacts to the group
• Or select different groups in campaign settings

---

4. “DLT Template ID invalid” #

Cause:

• Template was rejected
• Template ID doesn’t match message
• Template expired

Solution:

• Verify template status in Message Templates
• Get new approval if needed
• Update campaign with correct template ID

---

5. “API request failed” or “Connection timeout” #

Cause:

• Temporary server issue
• Network connectivity problem

Solution:

• Usually resolves automatically
• Campaign will retry on next schedule
• Contact support if persistent

---

6. “User not found” or “Authentication failed” #

Cause:

• Account issue
• Possible account suspension

Solution:

• Contact support immediately
• Check account status

---

Step 2: Check Campaign Settings #

1. Verify Status: Ensure campaign is “Enabled”
2. Check Schedule: Confirm dates are correct
3. Review Recipients: Ensure groups/numbers are valid
4. Test Manually: Try sending regular SMS with same settings

Step 3: Review Recent Changes #

Did you recently:

• Delete or modify groups?
• Change sender ID?
• Update DLT templates?
• Modify message content?

Revert changes or update campaign accordingly.

Step 4: Test with Small Group #

1. Create a test group with your own number
2. Clone the failing campaign
3. Use test group
4. Check if it works

Step 5: Contact Support #

If issue persists after trying above:

• Note the Transaction ID from report
• Screenshot the error message
• Contact support with:
• Campaign name
• Transaction ID
• Error message
• What you’ve tried

Preventive Measures:

✅ Keep sufficient credit balance
✅ Monitor sender ID status regularly
✅ Keep groups updated
✅ Set up email alerts
✅ Check reports after each execution