How to escalate a delivery problem to EnvoiSMS.ma support

If a first-level diagnostic does not resolve the issue, open a ticket through the Support Portal with the following information:

• Message ID(s) concerned (message_id)
• Recipient number(s) assigned
• Approximate date and time of sending
• Operator recipient if known (IAM, Inwi, Orange)
• Sender ID used
• Description of observed behavior (no status, “failed” status, abnormal delay, etc.)

What our team does

We investigate directly with our operator technical contacts when the problem goes beyond our platform (network incident on the IAM/Inwi/Orange side), with a return within 24 working hours, priority for incidents affecting the OTP in production.