Support handbook

This handbook is designed to help you troubleshoot common issues and provide guidance on best practices to adopt when seeking technical assistance from Infobip Support.

Things to check before contacting Infobip Support

Log in to your Infobip account

If this is your first time logging in to your Infobip account, we have tips on how to get around better and faster!

Regardless if you have created an account for yourself or you have an account manager who has done so, an email with the "Set your password" subject will land in your mailbox. Click the Set your password link to proceed.

Follow the requirements on the login page to set your password. Once you are done, use your new credentials to log in to your account.

After you have successfully logged in, follow the instructions on the page to verify your phone number.

Traffic status and DLR reports

The Infobip platform provides an insightful user interface where you can check your traffic details and obtain basic information and costs incurred for the messaging channel(s) you are using. On your account, navigate to Analyze in the left menu, where you will see 6 options that should cover your analytics needs.

The main Dashboard (opens in a new tab) page provides general traffic status per product for your account. You can break down these details by different parameters, such as Delivery time by country or network.

The Reports (opens in a new tab) page offers insight into already-created reports and allows you to create a new report.

You can choose between various options:

• Detailed - detailed information about sent or received messages (includes a timestamp, destination, message ID, cost, etc.)
• Communication - detailed information on one or more of your communications
• Performance - summarized data about messages and delivery rates
• Financial - detailed view of traffic expenses (by country, network, channel, sender, etc.)
• Conversations - detailed information about conversations with end users

The Logs (opens in a new tab) page provides information about the status of individual messages.

The Recordings (opens in a new tab) page provides information about the recordings. You have the option to apply filters to refine your results.

The Export (opens in a new tab) page is used to export reports to your systems so that you can consolidate, enrich, and compare data; and dig into it for insights. You can exchange data between Infobip's systems and your systems by using the Export option.

How to contact Infobip Support

1. Raise a request via email
   • You can contact the Infobip technical support team via email at [email protected]. Once your email has been received, a ticket ID for your request will be automatically generated and sent back to you.
2. Raise a request directly from your Infobip account
   • Log in (opens in a new tab) to your Infobip account with your unique username and password (user authentication is required if logging in for the very first time). Navigate to Help and Support in the top right corner. Then, click the Report issue and select the proper category and details to submit a request.

Best practices for contacting Infobip Support

Essential information to provide when contacting Support

When reaching out, the following practices will guide us in the right direction, enabling us to conduct a more thorough investigation into the problem.

For delivery issues related to SMS, Email, Voice, and other digital channels, make sure to include the following:

1. User name
2. Destination number, message IDs
3. Timestamp
4. Status code you received (Not delivered, Pending, Rejected, etc.)

For Conversations, Answers, Moments, and People issues:

Conversations	Answers	Moments	People
Conversation link	Chatbot link	Flow link/Campaign link	Flow link/Campaign link
Encountered error	Chatbot link	Dialog and/or element where the issue occurred	Import file or the file name
User/agent who encountered the issue		Person/People profile, tags/segment used

For API-related issues:

1. The API endpoint info
2. Request body, Custom header, Authorization, etc.
3. Response code
4. Ping/trace logs if connection issues like latency

Useful documentation links

The Infobip Documentation hub (opens in a new tab) is a collection of up-to-date technical content that helps you get started with Infobip. Find detailed technical product documentation, browse through how-to-tutorials, and learn how to implement our solutions and products to communicate better with your customers.

Start with the essentials and how to manage your account

Essentials (opens in a new tab) is the central place on how to get started. Also, learn more about how to manage your account (opens in a new tab).

Status pages

The Infobip system status (opens in a new tab) page is a public notification page for direct information on ongoing and past incidents, as well as scheduled maintenance information about the Infobip platform status and its products and services.

Additionally, keep an eye out for External connectivity status (opens in a new tab) page updates that may be relevant to your current SMS traffic situation.

General response status and error codes

If you receive any status or error codes while using our APIs for SMS, Voice, or Email services, refer to the links below which we update regularly. Find out more about Response status and error codes (opens in a new tab).

Here are some of the most frequent status and error codes links:

• General SMS delivery status codes (opens in a new tab)
• General Voice status (opens in a new tab) and error codes (opens in a new tab)
• Email error codes (opens in a new tab)
• DLT error codes (opens in a new tab) (applicable only to the India region)

Additionally, check the SMS coverage and connectivity (opens in a new tab) page which includes general information about market and service provisioning specifics for the most frequently requested countries. However, bear in mind that this does not represent the entire Infobip coverage, and if you are seeking coverage and pricing information configured for your account, contact your account manager or Support.

Connectivity issues

If you are unable to connect to any of the Infobip IP addresses (opens in a new tab), first check your connection on the network level. Make sure that you are using the allowed safelisted IP address on your end.

Read more about connectivity issues (opens in a new tab).

Flooding mechanism

DCL (Destination Counter Limitator) (opens in a new tab) is a security mechanism used by Infobip to prevent your end users from being flooded with messages. By default, the threshold is set at a maximum of 6 messages of similar content (Scenario 1) or 20 messages of different content (Scenario 2) that could be sent toward the same destination number within an hour. Once the threshold is reached, the 7th message onwards for Scenario 1 and the 21st message onwards for Scenario 2 will be rejected for delivery (these rejected messages will not be charged).

If it is necessary to adjust the threshold, reach out to your account manager or Support.

Safelist Infobip IP addresses

In case you need to safelist our IPs on your system, check the following list of addresses (opens in a new tab) we use to deliver incoming messages and delivery, seen, and deleted reports.

Resend failed messages

This is a feature that the Infobip platform provides but we always recommend you resubmit the same message if possible. If not, provide as many details as possible like username, time period, status, etc., when reaching out to our Support team. You can read more about the Failed messages resend (opens in a new tab) feature.

SMPP API specification

The Short Message Peer-to-Peer (SMPP) is an open, industry-standard protocol used by the telecommunication industry for exchanging SMS messages between SMS application systems and Short Message Service Centers (SMSC). For issues or more info, visit the SMPP API specification (opens in a new tab) docs.

Security rules and recommendations

The security guidelines (opens in a new tab) included are meant to help you securely perform the most common user actions (e.g., authentication, file transfer, OTP fraud cases) on the Infobip platform and through APIs, as well as preventing fraudulent activities.

Infobip monthly product releases

Explore our colorful releases and discover product updates and innovations (opens in a new tab) that help you deliver better customer experience and business results.