Start with AWS SNS → History when a customer says a text did not arrive. Separate the module’s processing result from AWS’s later delivery result before resending anything.

Find the original message

1. Search History by the intended number or message text.
2. Narrow the results by gateway, status and date.
3. Open the message and review its recipient, body, time, provider reference and error.
4. Confirm that the gateway was Amazon SNS rather than a Test / Debug rehearsal.

If there is no attempted message, check the trigger, category preference, phone-number source and queue first. A pending queued message may not yet have a provider attempt to show in History. Check quiet hours and normal cron operation without generating another live client event.

Interpret the status

Sent records a successful provider response. For Amazon SNS, the request was accepted; phone delivery happens afterwards. Test / Debug can also record Sent while sending no SMS at all.

Failed means the attempt returned a failure. Read the error before correcting a key, permission, number or gateway setting. Queued failures may still be awaiting a scheduled retry.

Unknown means the provider did not answer definitively in time. The module avoids automatically retrying that indeterminate send because it may already have been accepted. Reconcile the outcome before a manual repeat.

Check AWS delivery evidence

For an accepted SNS message, review SMS delivery-status logging in AWS and correlate the provider message reference. Look for the reported destination, status and failure reason. Logging must be configured separately and results can be delayed. See AWS’s SMS delivery-log guide.

Check sandbox verified destinations, the intended origination identity, account limits and the recipient’s provider-side opt-out where relevant. A successful API response does not bypass these delivery conditions.

Preserve the original History record alongside the AWS delivery evidence. A missing or delayed delivery log alone does not establish that no send occurred.

See the PD AWS SNS WHMCS guide for related tasks, or explore PD AWS SNS.