Does CEQUENS use encrypted channels for transferring client files?

All clients' files are transferred through encrypted channels, whether HTTPS or VPN. 

A dedicated leased line option is available -- however, additional charges will be applied.

Are clients' files transferred between CEQUENS and other telecom service providers?

Some files are transferred between CEQUENS and different telecom service providers.

Visit our terms and conditions and privacy policy for more information.

How to ensure the delivery of an SMS

Overview

To ensure the delivery of your message, there are several factors you need to consider. The percentage of delivering an SMS can either increase or decrease due to grey routes, spam filters, and mobile number portability.

Planning your campaigns is the first step. Making any mistakes can significantly decrease delivery rates, however you can easily avoid the problem by reviewing and maintaining the correct formats while using our Communication Platform.

Sending messages with the correct formats

Sending SMS to a number with a wrong format, such as a wrong prefix or wrong number length, will cause the SMS to fail. Performing regular cleanup of your database is recommended to maintain a high delivery rate and lower unnecessary costs. Check below for a list of some countries with their number lengths. You can use this to remove or check numbers in your database that are too long or too short.


Digit length by country


#CountryMCCDigit Length#CountryMCC
Digit Length
1Afghanistan4121182Kuwait41911
2Albania2761283Kyrgyzstan43712
3Algeria6031284Laos45712
4Angola63111-1285Latvia24711
5Argentina7221286Lebanon41511
6Armenia2831187Lesotho65111
7Aruba3631088Liberia61812
8Australia5051189Libya60612
9Austria2321290Lithuania24611
10Azerbaijan4001291Luxembourg27015
11Bahrain4261192Macao45510-11
12Bangladesh4701293Madagascar64612
13Barbados3421194Malawi65012
14Belarus25712-1395Maldives47210
15Belize7021096Mali61011
16Benin6161197Malta27811
17Bermuda3501198Mauritania60911
18Bosnia and Herzegovina2181199Mauritius61711
19Botswana65211100Mexico33412
20Brazil72413101Moldova25911
21Brunei52810102Monaco, Kosovo, and Western Sahara21211
22Burkina Faso61311103Mongolia42811
23Burundi64211104Morocco60412
24Cabo Verde62510105Mozambique64312
25Cambodia45611-12106Myanmar41412
26Cameroon62412107Namibia64912
27Chad62211108Nepal42911
28Chile73011109New Zealand53010-12
29China46013110Nicaragua71011
30Colombia73212111Niger61411
31Congo62912112Nigeria62113
32Congo, DRC63012113Norway24210
33Cook Islands5848114Oman42211
34Costa Rica71211115Pakistan41012
35Cote d'Ivoire61213116Palestine42512
36Croatia2199-12117Paraguay74412
37Cuba36810118Peru71611
38Cyprus28011119Poland26011
39Czech Republic23012120Qatar42711
40Djibouti63811121Russia25011
41Ecuador74012122Rwanda63512
42Egypt60212123Saudi Arabia42012
43El Salvador70611124Senegal60812
44Equatorial Guinea62712125Serbia22015
45Estonia24811126Seychelles63310
46Ethiopia63612127Sierra Leone61911
47Fiji54210128Slovakia23112
48Finland24411-13129Slovenia29311
49France20811130Somalia63712
50French Guiana34012131South Africa65511
51French Polynesia54711132South Sudan65912
52Gabon62811133Sri Lanka4139
53Gambia60710134Sudan63412
54Georgia28212135Suriname74610
55Germany26213136Syria41712
56Ghana62012137Taiwan46610-12
57Gibraltar26611138Tajikistan43612
58Greece20211139Tanzania64012
59Greenland2909140Thailand52011
60Guadeloupe34012141Timor-Leste51411
61Guatemala70410142Togo61511
62Guinea61112143Trinidad and Tobago37411
63Guinea-Bissau63212144Tunisia60511
64Guyana73810145Turkey28612
65Haiti37211146Turkmenistan43811
66Honduras70811147Uganda64112
67Hungary21611148Ukraine25512
68Indonesia51011-12149United Arab Emirates42412
69Iran43212150United Kingdom23412
70Iraq41813151United States31011
71Israel42512152Uruguay74811
72Italy22211-12153Uzbekistan43412
73Jamaica33811154Venezuela73412
74Japan44012155Vietnam45211
75Jordan41612156Yemen42112
76Kazakhstan40111157Zambia64512
77Kenya63912158Zimbabwe64812
78Kosovo22111


Does CEQUENS have an Audit Log for received and sent messages?

CEQUENS has an Audit Log for received and sent messages for documenting purposes.

However, the content of each SMS is encrypted and accessible by customers only.

Does CEQUENS keep logs for incidents over a period of three years?

Our ticket tracking system keeps incident logs for documenting purposes.

Visit our terms and conditions and privacy policy for more information.

Does CEQUENS have any certifications or accreditation?

CEQUENS is ISO 9001:2008 certified for quality management systems by TÜV Rheinland, and our Communication Platform is PCI/DSS compliant.

Visit www.cequens.com/about-us for more information our company.

How does CEQUENS differentiate between OTP traffic and notifications?

While setting up your account, you are required to notify CEQUENS about the account/sub-account that will be used for each traffic type; whether OTP, notifications, or transactions.

How can I Send an SMS via CEQUENS Connect™?

To start sending messages, login to your CEQUENS Connect™ account by following these steps:

  1. Go to https://connect.cequens.com

  2. Enter your Username and Password

  3. Click on the Campaign tab on the left bar.

You can choose from the following message types:

  • Quick Message: You can send messages to the maximum amount of 100 recipients and up to 1217 characters long -- separated by a space or a new line.

  • From Groups: You can send messages to the maximum amount of 300,000 recipients and up to 1217 characters long.

  • From File (through uploading excel sheets): You can send messages to the maximum amount of 300,000 recipients if you choose to upload an .CSV file and 80,000 recipients for .XLS or .XLSX files -- limited upload to 5 MB.

  • Personalized Message: You can send messages to the maximum amount of 300,000 recipients if you choose to upload an .CSV file and 80,000 recipients for .XLS or .XLSX files -- limited upload to 5 MB.

  • Scheduled Campaigns: You can send schedule messages in specific times and submit them for a review.

Still have questions?Submit a ticket or reach out to our Support Agent via our chatbot.

How can I change the time zone displayed on reports?

Any master account user with an Admin role can change this setting by following these steps:

  1. Go to Account Configuration

  2. Click Users List

  3. Choose the user you wish to change the time zone for

  4. Edit the Time Zone 

  5. Press Save

How can I contact CEQUENS Customer Support team?

Overview

There are several ways to contact our Customer Support Team. You can choose any of the following: 

What happens when I submit a new ticket?

You will receive an email with a ticket number that is used to track the status of your request and our Service Support team will respond as soon as possible.

You can also check the status of your tickets and history logs via this link.

Note: If you are a first-time user on our support portal, you will receive an email with a URL to activate your account and create a password. Please make sure you check your junk folder if you do not receive the email through your primary inbox.

How long does it take to resolve a support ticket?

Overview

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 related issues are resolved within 48 hours -- this timing may increase due to different operators’ SLA.

What happens when I submit a new ticket?

You will receive an email with a ticket number that is used to track the status of your request and our Service Support team will respond as soon as possible.

You can also check the status of your tickets and history logs via this link.

Note: If you are a first-time user on our support portal, you will receive an email with a URL to activate your account and create a password. Please make sure you check your junk folder if you do not receive the email through your primary inbox.

*The average response time is 3 minutes to 1 hour; depending on your internet speed and system accessibility. For more information about CEQUENS terms of use and privacy policy, visit www.cequens.com.

How are Support Requests categorized?

Support requests are categorized into four priorities, depending on the severity level of the incident, and how it is impacting the service. 

Priority Level

Definition

Level 1

Complete system or service failure, total outage, or failure to send SMS to multiple networks.

Level 2

Failure to send SMS to one network or service degradation.

Level 3

Problem with one of the services or functionalities that don’t have a direct effect on the SMS termination process.

Level 4

Little effect on the system or service operations.

What number formats does CEQUENS support in Saudi Arabia?

CEQUENS communication solutions support different mobile number formats in various countries around the globe. You can explore our coverage through this page.

If you are sending messages specifically in the Kingdom ofSaudi Arabia, you can start sending your SMS campaigns using the following formats:

  • 966 5X XXX- XXXX 

  • 05X XXX XXXX

  • 5X XXX-XXXX

What causes the nondelivery of my messages?

Overview

Having an SMS termination failure may occur for various reasons:

  • Incorrect number formats, missing international codes, and mis-typed numbers.

  • Numbers do not exist or have expired.

  • Receiving network is overloaded.

  • Receiving network failure.

  • Receiving phones are switched off 

  • Inbox of receiving phones are full.

  • Not supporting a DLR feature.

  • Sender ID is not registered [For destinations that require Sender ID registration].

  • SMS content is restricted over this Network/ Route Type.

  • The account is facing credit issues (for pre-paid accounts only).

  • Terminating messages to restricted networks/countries.

  • The SMS length is invalid or noncompatible with the interface.

Success Ratio = 

Number of Delivered SMS Attempts x100


Number of All SMS Attempts