Get help

You can solve most issues without a support request. Start with the checks under Before you contact support.

If you still need help, contact Support. Include the details for your issue type, so Support can find the affected traffic and investigate faster.

Before you contact support [#before-you-contact-support]

The Support center(opens in new tab) answers many common questions in knowledge base articles, FAQs, and troubleshooting guides. If you do not find an answer there, check the following.

Check account access [#check-account-access]

If your account was created for you, look for the email with the subject Set your password. Select Set your password and follow the password requirements on the login page. Then log in, and verify your phone number when prompted. On a self-signup account, you set your password during sign-up. For the full process, see Create an account. If you cannot log in, see Account access.

Check platform status [#check-platform-status]

Before you open a support request, check whether a known incident or maintenance window is affecting the service:

• Infobip system status(opens in new tab): Platform incidents and maintenance for Infobip products and services. Platform status and incidents explains how to read the page and subscribe to updates.
• External connectivity status(opens in new tab): Mobile network operator (MNO) connectivity issues that can affect message delivery. Operator connectivity status explains how to read the page and subscribe to updates.

Subscribe to each page to receive alerts for the services and locations you use. If you cannot reach Infobip at all, work through Network connectivity troubleshooting before you open a support request.

Check traffic and delivery reports [#check-traffic-and-delivery-reports]

In the web interface, go to Analyze, and use these tools:

The Reports page includes per-message, campaign, performance, financial, and conversations report types. For the full list and details about each report type, see Reporting.

Contact support [#contact-support]

To contact Support, send your request by email to support@infobip.com. After Infobip receives your email, you get a ticket ID that you can use to track the request. You can also use this address to send feedback about Infobip products.

To report an issue from the web interface:

1. Log in to your account.
2. Select Help and Support in the web interface header.
3. Select Report issue.
4. Select a category, and enter the details.
5. Submit the request.

Response times [#response-times]

Response times depend on your support package. To compare support packages, contact your account manager.

You can change your support package in Billing and usage, on the Active plans and channels tab. If an issue is not resolved, reply to your support request with additional details and state the urgency.

What to include in your request [#what-to-include-in-your-request]

Include the details for your issue type. Support uses them to identify the affected traffic and investigate the problem.

API and integration issues [#api-and-integration-issues]

For API and integration problems, include:

• Your username
• The API endpoint used, including the method and path
• The request body and custom headers, without credentials or API keys
• The response code and response body
• The timestamp of the issue
• Ping or trace logs, if the issue involves latency or connectivity

For self-service troubleshooting, see:

• API authentication: Authentication methods, the base URL, and 401 errors
• Authorization and scopes: API scopes and 403 errors
• Handling errors: HTTP status codes, error objects, and safe retries
• Error code reference: Error codes across all channels
• Rate limits and throttling: Handling 429 responses and retry guidance
• Network connectivity troubleshooting: Ping and telnet steps to diagnose problems connecting to the platform
• IP address safelist: IP addresses to safelist for incoming messages and delivery reports
• SMPP: The SMPP specification for SMS integrations
• Security best practices: Credential handling, TLS, and artificially inflated traffic (AIT) prevention

Messaging delivery issues [#messaging-delivery-issues]

For delivery problems on SMS, Email, Voice, and other channels, include:

• Your username
• The destination numbers and message IDs
• The timestamp of the issue
• The status you received, such as Not delivered, Pending, or Rejected

For self-service troubleshooting, see:

• Message status codes: What each delivery status means, with general statuses and sections for Voice, MMS, Email, and push notifications
• Error code reference: Delivery error codes by channel, including DLT (India)
• Flooding filter (DCL): If messages are rejected without a 429. The flooding filter limits how many messages you can send to the same destination within 60 minutes. Rejected messages are not charged.
• SMS coverage and connectivity: Market and provisioning rules by country
• External connectivity status(opens in new tab): Whether the issue is on the operator side. Operator connectivity status explains how to read the page.

Account and billing issues [#account-and-billing-issues]

For account, billing, and registration problems, include:

• Your username
• A description of the issue, such as account access, a billing discrepancy, or sender registration
• Screenshots or error messages, if available

For coverage and pricing that are specific to your account, contact your account manager. For self-service troubleshooting, see:

• Account access: Login, SSO, and password reset
• Security settings: Single sign-on, two-factor authentication, user account security, and password rules
• Manage users: Add, edit, enable, or disable users, and set access controls
• Billing and usage: Balance, funds, plans, and invoices

Product issues [#product-issues]

Include the details that apply to the affected product or tool:

• Inbox (previously Conversations): The conversation link, the error you encountered, and the user or agent who encountered it
• Chatbots (previously Answers): The chatbot link and the error you encountered
• Journeys (previously Flow): The journey link and the element where the issue occurred
• Customer Profiles (previously People): The import file or file name, and the customer profile, tags, or segment used
• Broadcast: The campaign link and the step where the issue occurred