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Pinpoint SMS delivery failure after the latest PE-TM binding process, despite receiving a SUCCESSFUL API response.

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We are using an AWS Free Tier account with the Pinpoint service for SMS and email communications. For SMS, since our service is based in a particular region, we registered a Sender ID via Vilpower(DLT service provider), which was approved and linked to our Pinpoint project as per our request. We initially tested the SMS functionality in sandbox mode with a verified destination number, and everything was working fine until the recent DLT changes.

Following the PE-TM binding updates from AWS, including the DLT support, we submitted and had two telemarketers approved for our telemarketing delivery operation. However, after these changes, we encountered an issue where the SMS API consistently returns a 200 status (successful), but the message fails to be delivered to the verified destination number.

When we reached out to Vilpower for assistance, they directed us to check with the SMS vendor for logs and error details. Since the AWS Free tier doesn't have technical support and we do not have direct communication with the telemarketers, we contacted them via email. Unfortunately, their responses have been slow and irrelevant to the specific issue at hand.

We are concerned about this situation as we are planning to go live in the coming weeks. Could you please provide guidance on how we should proceed to resolve this issue?

We would appreciate your feedback and suggestions on the matter.

Topics
Front-End Web & MobileBusiness Applications
Tags
Amazon PinpointFront-End Web & MobileBusiness Applications
Language
English
asked a year ago134 views
1 Answer
2

I understand your concern regarding the SMS delivery failure after the PE-TM binding process, despite receiving a successful API response. This is indeed a challenging situation, especially with the limitations of the AWS Free Tier account. Here are some steps you can take to troubleshoot and potentially resolve the issue:

  1. Review CloudWatch Metrics: Even though you're on a Free Tier account, you should still have access to basic CloudWatch metrics. Check the Amazon SNS CloudWatch metrics for 'NumberOfMessagesPublished', 'NumberOfNotificationsDelivered', and 'NumberOfNotificationsFailed'. This can help you verify if the messages are being published to SNS but failing at a later stage.

  2. Enable SMS Event Logging: If not already done, turn on SMS event logging in your Pinpoint project. This will allow you to see more detailed information about the status of your SMS messages, including delivery failures.

  3. Verify Sender ID Configuration: Double-check that your Sender ID is correctly configured in your Pinpoint project and that it matches exactly with what was approved by Vilpower.

  4. Check SMS Spend Quota: Ensure that you haven't exceeded your monthly SMS spend quota. Even with a successful API response, messages won't be sent if the quota is depleted.

  5. Test with Different Numbers: Try sending messages to different verified phone numbers to determine if the issue is specific to one number or affects all destinations.

  6. Use the SMS Simulator: Utilize the SMS simulator provided by Amazon Pinpoint to test your setup without actually sending messages to carriers. This can help isolate whether the issue is with your configuration or with the carrier.

  7. Review PE-TM Binding: Ensure that the PE-TM binding process was completed correctly and that your telemarketers are properly associated with your Pinpoint project.

  8. Check Message Content: Verify that your message content complies with DLT regulations and doesn't contain any prohibited content that might cause delivery failures.

If these steps don't resolve the issue, you may need to consider upgrading your AWS support plan temporarily to get more in-depth assistance. Alternatively, you could reach out to the AWS Pinpoint team through the AWS forums or social media channels for general guidance.

Given your impending launch, it's crucial to resolve this issue promptly. If the problem persists, you might want to consider testing with a different SMS provider temporarily to ensure your service can go live as planned, while continuing to work on resolving the Pinpoint SMS issue in parallel.
Sources
Troubleshooting the SMS channel - Amazon Pinpoint
Sending a test SMS message - Amazon Pinpoint
Simplify your SMS setup with the new Amazon Pinpoint SMS console | AWS Messaging & Targeting Blog

answered a year ago
EXPERT
reviewed a year ago
  • EWall Solutions
    a year ago

    We tested the same scenarios using different mobile numbers, but it still doesn’t work. To investigate further, we used the End User Messaging Simulator with the same Sender ID. The results showed the following issue:

    eventType: TEXT_UNKNOWN messageStatus: UNKNOWN messageStatusDescription: "Unknown error attempting to reach the phone."

    We referred to this AWS Knowledge Center article(https://repost.aws/knowledge-center/sns-unknown-error-phone-sms), but the issue remains unresolved.

    Does anyone have any suggestions on how to proceed?

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