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Frequently asked questions

When should I expect a response to my support ticket?
Resolving an issue depends on the type and severity level of the incident. Issues that are related to connectivity with CEQUENS are resolved within 12 hours. Operator/provider issues are resolved within 48 hours (subject to increase). The average response time is 3 minutes to 1 hour, depending on your internet speed and system accessibility. For more information about our Terms of Use and Privacy Policy, visit www.cequens.com.
How can I check the SMS delivery status?
Delivery status reports can be checked and extracted by clicking on All Campaigns > Campaign Name. The campaign page is divided into 3 sections:
  • Campaign Information, such as ID and date.
  • Statistics line which captures campaign progress.
  • Sample Records where you can extract campaign details.
How can I send a message using API?
To send a message via API, you should create an API Token first. You can generate your API Token from Communication Platform by following the below steps:
  1. Click on Developers in the Platform’s Homepage.
  2. Click on Create API Key.
  3. Enter a name to your API Key in the Label field.
  4. Choose an Expiration Date or check the Never Expire box.
  5. Click Create.
  6. Copy your API token and check the box.
  7. Click Done.
After creating your Token, please refer to our API Documentation via this link.
How can I reset my password?
If you need to reset your password, follow the below steps:
  1. Log in to Communication Platform.
  2. Go to My Account.
  3. Click on Password and Security.
  4. Type in your old password.
  5. Choose a new password.
What are the available payment methods?
There are multiple payment methods available to pay your invoices. They are highlighted below: 
  1. Wire Transfer
  2. PayPal
  3. Payment through Communication Platform
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