Overview:

If messages are not getting delivered to patients, basic verification steps should be performed to identify whether the issue is related to message configuration, patient details, SMS credits, or system/browser-related issues before escalating it to the support team.

Description:

Verify whether the SMS or message configuration is enabled correctly in the application settings. Check if sufficient SMS credits are available in the account to send messages. Ensure that the patient’s mobile number is entered correctly with the proper country code and without any invalid characters. Confirm that the required SMS templates are configured and active in the system.
Check whether the issue is occurring for all patients or only for specific patients. Try sending a test message to verify if the message delivery is working properly. Ensure that the internet connection is stable and refresh the application once before retrying. Perform basic browser troubleshooting steps such as clearing cache and cookies, updating the browser to the latest version, and checking the issue in Incognito mode if required.

Basic Checks for SMS Not Being Delivered

• Open the doctor’s profile interface
• Go to Settings & Preferences
• Select Message Configuration
• Check which SMS type is selected (Normal SMS or WhatsApp SMS)
• Verify the correct SMS type is enabled:If using Normal SMS, ensure Normal SMS is turned ONIf using WhatsApp SMS, ensure WhatsApp SMS is turned ON
• Ensure there is no mismatch between the selected SMS type and the one being used for sending messages
• If any SMS type is disabled, enable the required option
• Save the changes after updating the configuration

Summary

SMS will not be delivered if the selected SMS type is disabled or if there is a mismatch between the configured SMS type and the one being used.

Updated on: 18/05/2026