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) affected
- 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 with our routing partners when the problem goes beyond our platform (network incident on the IAM/Inwi/Orange side), with a response during business hours, prioritizing incidents affecting OTP in production.