Start with SMS Manager → History when your customer says a text did not arrive. Separate the module’s processing result from the selected provider’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 the intended real provider 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. Interpret the initial result according to the selected gateway; phone delivery is separate. 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 the selected provider’s evidence

Correlate the stored provider reference and action time with that provider’s own message details or delivery reports. These may require separate setup and can arrive later. The module does not import later provider delivery results into History merely because an initial send succeeded. A Custom HTTP Webhook success can have no provider message reference at all; retain the action time and endpoint label.

Read the original error before changing a key, sender or recipient. Account eligibility, sender availability, destination restrictions and provider limits are separate from a configuration check. For Azure Communication Services, review the current eligibility restrictions before planning a new sender; using SMS Manager does not remove them.

Preserve an Unknown outcome for investigation instead of repeating the send to diagnose it.

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