Troubleshooting & FAQs

Q1: Why is my template not sending?

A: There are three potential causes:

1. Missing or Unapproved ID: You might have a missing or unapproved DLT/Registration ID.

2. Sender ID Whitelisting: Your Sender ID may not be whitelisted for the specific country/network.

3. Account Credit: You might have insufficient account credit.

Solution:

• Ensure the Template Reg. Id is correctly entered and approved.

• Contact your OptCulture support representative to verify your Sender ID status.

• Check and top up your SMS credit balance.

Q2: Why is the merge tag appearing as plain text instead of the contact's data?

A: This is usually due to one of two reasons:

• Incorrect Syntax: The merge tag syntax is incorrect (e.g., missing brackets).

• Empty Data Field: The data field for that specific contact is empty.

Solution:

• Verify that the merge tag syntax (e.g., [FIRST_NAME]) is correct.

• Use any text in place of N/A in Merge tag (e.g., Customer, Member)

Q3: My message is being split into multiple parts or is getting truncated. What is the issue?

A: The message exceeds the character limit (e.g., $>160$ characters for a single SMS part).

Solution:

• Edit the Body of the message to be more concise.

• Avoid using non-standard characters/emojis if possible, as they use Unicode encoding, which can significantly reduce the character limit per SMS part.

Q4: Why is my campaign experiencing a high opt-out rate?

A: The cause is typically related to your messaging strategy:

• Frequency: Message frequency is too high.

• Relevance: The content is not relevant to the recipient.

Solution:

• Segment your audience more carefully to ensure relevance.

• Ensure the content provides genuine value or urgency.

• Review your sending frequency.