Get Support

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.

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

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

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

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.

Our ticket tracking system keeps incident logs for documenting purposes.

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

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.

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.

Overview

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

• Submit a new ticket by visiting https://support.cequens.com/support/tickets/new.

• Send an email directly to [email protected].

• Talk to a Support Agent via our Live Chatbot. 

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.

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.

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

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

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.