Start with Azure SMS → History when your customer says a text did not arrive. Separate an unsent queued item, a failed attempt, Azure’s initial acceptance and its later delivery outcome.

Before starting, read the Azure SMS eligibility guide and confirm that your existing Azure resource and sender remain suitable.

Find the original attempt

1. Search History for the intended number or message text.
2. Filter by gateway, status and time.
3. Open the message to inspect its recipient, gateway, provider reference and recorded error.
4. Check whether the gateway was Azure or a Test / Debug rehearsal.

If no attempt is present, inspect the original event, category preference, queue, quiet hours and normal cron operation. Use the number on the client’s contact. Selecting a custom-field source does not make Blesta use a separate mobile field.

Interpret the provider result

Sent records initial success for the recipient. An accepted request is not proof that the handset received it. The Azure gateway checks the recipient result, so an overall successful HTTP response can still contain a recorded recipient failure.

Failed calls for reviewing the actual reported reason. A real-send HTTP 401 can involve a From sender not available to the resource, as well as a wrong or rotated credential. HTTP 403 calls for reviewing the sender, destination and applicable provider permission or verification. Do not assume either code has only one cause.

Unknown means the provider did not give a definite answer in time. The module avoids automatically retrying that outcome because the message may already have been accepted. Do not repeatedly press Send to investigate it.

Correlate delivery evidence

When reporting was requested, use the provider message reference to locate the corresponding Azure delivery evidence. Requesting reports and handling Event Grid events are separate from the module’s History; later reports are not automatically written back there.

When several PD SMS modules are installed, a shared client-profile panel can be managed by another module, with PD SMS Manager taking precedence when present. Review PD Azure SMS’s own phone source and gateway routing as well as shared profile choices.

Preserve the original event, queue and History observations alongside the Azure delivery evidence.

See the PD Azure SMS Blesta guide for related tasks, or explore PD Azure SMS.