Check whether your messages arrived, and fix a failed batch

Updated 14 Aug 2026

Summary

Check whether a message batch reached everyone, find out why part of it failed, and fix the cause. About 3 minutes · 7 steps. Also called: SMS not received, delivery report, failed send, message log.

Prerequisites

  • Access to Messages (see The Message Service screen).
  • The template name, the recipient's phone number, or the date the message went out.

Step-by-step

  1. Sign in to CAMS.
  2. In the left menu, click Messages. Wait for the Logs list to finish loading.
    Message Service on the Logs tab with SMS credits, filters and per-batch delivery counts
    Figure 1: Message Service on the Logs tab with SMS credits, filters and per-batch delivery counts
  3. Narrow the list with the Date or Recipient filter. Add Filters gives you more choices.
  4. Find your batch by template name or recipient. Sending Status shows Sent, sending or Failed, and Delivery shows a count such as 1/1 or 0/13.
  5. Click the delivery count. Batch Logs opens with one row for each recipient. Email ID reads N/A when no email address is stored.
    Batch Logs page with a recipient row marked Accepted and a truncated message preview
    Figure 2: Batch Logs page with a recipient row marked Accepted and a truncated message preview
  6. Read the Delivery status on every row; it gives the outcome for that recipient, for example Accepted. Click a message preview to open Message Details and read the full wording.
  7. Fix the cause before you resend. Check SMS Credits in the header. Then open the Users tab, filter by Name or Phone, and confirm the number is right and Enable / Disable SMS is on.
    Users tab listing names, phone numbers and the Enable / Disable SMS and Email toggles
    Figure 3: Users tab listing names, phone numbers and the Enable / Disable SMS and Email toggles

Warning: Switching Enable / Disable SMS or Enable / Disable Email off for a user also stops their transactional messages, not only bulk ones.

Common pitfalls & FAQ

  • The row shows 0/13. Has the whole batch failed? Open the batch and read each row. Some recipients may be Accepted while others failed.
  • A member says nothing arrived, but the row says Accepted. Their number may be wrong, or SMS may be off for them. Check the Users tab, and if the number has changed, see Change a member's phone number or mobile network operator.
  • The credits figure looks odd or negative. That can happen on failed bulk rows. Read the batch detail before you buy more credits.
  • My send is not in the list. Click Refresh in the header above the tabs.
  • Support needs more detail. Keep the batch id from the address bar of the Batch Logs page and put it in your ticket.