Support handbook

This guide will help you troubleshoot issues and point you to best practices you can use when contacting Infobip support. 

Email Infobip support team

Use [email protected] to contact our Support team regarding any technical issues you may encounter when using Infobip services.

A ticket ID for your request is automatically generated and reverted once the email has been received.

Raise a request from the web interface

Log in to your Infobip account with your username and password (user authentication is required if logging in for the very first time). Go to Help and Support in the top right corner.

Then, click the Report issue button followed by the type of issue that you're facing (if you have not done so previously, you will be required to verify your email address). Fill in all required information. Note that the more details you provide, you will also help our support team resolve the issue faster.

After you have added all details, click the Submit button. One of our support agents will pick up your case and provide an update as soon as possible.

Best practices

Make sure that you always provide your username and a screenshot of the technical issue you are facing. This points us in the right direction so we can investigate the problem more thoroughly.

1. For CPaaS (SMS, Email, Voice) delivery issues, make sure that you include the following:
   • Destination number, message IDs
   • Timestamp
   • Status code you received (Not delivered, Pending, Rejected)
2. For SaaS (Conversations, Answers, Moments) issues:
   • Flow details
   • Screenshot of the issue
   • Roles affected
3. For API connection issues:
   • API request: Body, Custom header, Authorization, etc.
   • API response
4. For issues with your campaigns over the web interface:
   • Campaign name
   • Campaign ID (the number visible in your browser's URL when you access the campaign)

Quick guide around the web interface

If this is your first time logging in to your Infobip account, we've got you covered with tips on how to get around better and faster!

Regardless if you have created an account yourself or you have an Account Manager who has done so, an email with the subject "Set your password" will land in your mailbox. Please click the "Set your password" link to proceed.

Follow the requirements on the login page to set your password. Once you are done, use your new credentials to log in to your account. 

After you have successfully logged in, follow the instructions on the page to verify your phone number.

Check traffic status and DLR reports

The Infobip platform provides an insightful user interface where you check your traffic details and obtain basic information and cost incurred for the messaging channel(s) you are using. On your account, navigate to the Analyze module on the left menu and you will see 4 options that should cover your analytics needs.

The main Dashboard page provides general traffic status per product for your account. You can break down these details by different parameters: Delivery time by country, by network, etc.

Find out more about Dashboard.

The Reports page offers insight into already-created reports, and this is the place where you can create a new report as well.

You can choose between various options:

• Detailed: detailed information about sent or received messages (includes a timestamp, destination, message ID, cost, etc.)
• Communication: detailed information on one or more of your communications
• Performance: summarized data about messages and delivery rates
• Financial: detailed view of traffic expenses (by country, network, channel, sender, etc.)
• Conversations: detailed information about conversations with end users

Find out more about Reports.

Most useful documentation links 

The Infobip Documentation hub is a collection of up-to-date technical content that helps you get started with Infobip. Find detailed technical product documentation, browse through how-to-tutorials, and learn how to implement our solutions and products to communicate better with your customers.

Start with the essentials and how to manage your account

Essentials is the central place on how to get started. Also, learn more about how to manage your account.

General response status and error codes

If you receive any status or error codes while using our APIs for SMS, Voice, or Email services, refer to the links below which we update regularly. Find out more about Response status and error codes.

Here are some of the most frequent status and error codes links:

• General SMS delivery status codes

• SMS error codes e.g., (if you are interested in why a certain action was rejected, look for ''REJECTED (group id: 5)'')

• General Voice status and error codes

• Email error codes

• DLT error codes (applicable only to the India region)

Connectivity issues

If you are unable to connect to any of the Infobip IP addresses, first check your own connection on the network level. Make sure that you are using the allowed safelisted IP address on your end. 

Read more about connectivity issues.

Flooding mechanism

DCL (Destination Counter Limitator) is a security mechanism used by Infobip to prevent your end users from being flooded with messages. By default, the threshold is set at a maximum of 6 messages of similar content (Scenario 1) or 20 messages of different content (Scenario 2) that could be sent toward the same destination number within an hour. Once the threshold is reached, the 7th message onwards for Scenario 1 and the 21st message onwards for Scenario 2 will be rejected for delivery. (These rejected messages will not be charged.)

If it is necessary to adjust the threshold, reach out to your Account Manager.

Safelist Infobip IP addresses

In case you need to safelist our IPs on your system, check the following list of addresses we use to deliver incoming messages and delivery, seen, and deleted reports.

Resend failed messages

This is a feature that the Infobip platform provides but we always recommended you resubmit the same message if possible. If not, provide as many details as possible like username, time period, status, etc., when reaching out to our support team. You can read more about the Failed messages resend feature.

SMPP API specification

The Short Message Peer-to-Peer (SMPP) is an open, industry-standard protocol used by the telecommunication industry for exchanging SMS messages between SMS application systems and Short Message Service Centers (SMSC). For issues or more info, visit the SMPP API specification docs.

Security rules and recommendations

The security guidelines included are meant to help you securely perform the most common user actions (e.g. authentication, file transfer, OTP fraud cases) on the Infobip platform and through APIs.

Infobip monthly product releases

Explore our colorful releases and discover product updates and innovations that help you deliver better customer experience and business results.

Incident status page

The Incident status page contains direct information about ongoing and past incidents that occurred on the Infobip platform and affected Infobip products and services. In the top right corner, you can click on How to use to get more details on which components to subscribe to, and how an Infobip incident is represented.