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Users unable to register in the app
Users unable to register in the app

Customers not receiving sms verification messages during registration / sign-up

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Written by Liene Brokane
Updated over a week ago

In case your users report not being able to register / sign up in your apps, there could be a couple of reasons related to the sms verification service you are using:

  1. low balance of your sms verification account - in case your Dexatel / Twilio account is empty or almost empty, your app users will not be able to receive any verification sms messages. In this case please log into your Dexatel / Twilio account and be sure to top it up. We advise to keep at least 30,- EUR on your account for sms verification at all times;
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  2. technical issues on Dexatel / Twilio side - in rare cases there may be some service disruptions on the side of your sms verification service provider. In this case reach out to their support team directly in order to clarify the exact issue. In case ATOM will get notified of any issues in advance, we will also inform you as our customer;
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  3. sms sender country blocked on Dexatel / Twilio side - in case previously there has been extensive fraudulent activity detected by Dexatel / Twilio linked to a particular country code for your service scope, it may be the case that this country code is blocked in the future from being able to send requests and receive sms verification messages for your country. In this case reach out to the support team of Dexatel / Twilio directly in order to clarify if this is really the case.

Please note that users are not alerted of the reason their verification attempts fail, so they will reach out to you for further explanation and support.

It can be the case that after multiple unsuccessful verification attempts they get temporarily blocked, more information in this article:

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