Why Customers Are Not Receiving SMS from SellarPro

Written by the SellarPro team · Published 12 October 2026 · 1 min read

Short answer

Check your SMS balance first, then the customer's mobile number, then SMS Logs in the Communication Center, which shows whether each message was Sent, Delivered, Failed or Rejected. A new sender ID must be approved before messages carry your name.

1. Check your SMS balance

Open Communication Center → SMS Balance. With no balance, automatic texts are not sent. Top up with Buy Credits.

2. Check the customer's number

Open the customer's record and check the Mobile number: a Ghana number such as 024 123 4567 or +233 24 123 4567, with no letters or extra digits. A number that cannot be delivered to is skipped.

3. Check that the message is switched on

Sale and payment messages: Auto Send SMS in Notification Templates.
Laundry texts: Laundry → Settings → Customer SMS.
The daily sales summary and restaurant order texts have their own settings.

4. Read the log

Open Communication Center → SMS Logs or Delivery Reports and filter by Status:

Queued or Sent: on its way.
Delivered: it reached the phone. If the customer has not seen it, it may be in a blocked or promotions folder on their phone.
Failed or Rejected: the network refused it, usually because of the number or the sender ID.

SMS Logs in the Communication Center with the Status filter: All, Queued, Sent, Delivered, Failed and Rejected — Filter by status to find the messages that did not arrive.

5. Sender ID

A sender ID (the name the message comes from) must be approved before it can be used. Check its status under Communication Center → Sender IDs.

Common questions

Some customers get messages and others do not.

Compare their numbers, and check Delivery Reports for those messages. Some networks or phones block messages from senders they do not know.

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