Frequently Asked Questions

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, not...
Thu, 12 Sep, 2019 at 5:53 PM
How can I Send an SMS via Cequens Connect™?
To start sending messages, login to your Cequens Connect™ account by following these steps: Go to https://connect.cequens.com Enter your Username a...
Thu, 12 Sep, 2019 at 6:38 PM
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: Go to Account Configuration Click Users List Choose...
Thu, 12 Sep, 2019 at 6:40 PM
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:  Submit a new ticket by visiting https://s...
Thu, 12 Sep, 2019 at 6:44 PM
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 resolve...
Thu, 12 Sep, 2019 at 7:07 PM
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.    Prior...
Tue, 9 Jun, 2020 at 2:31 PM
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 pag...
Wed, 18 Sep, 2019 at 8:57 PM
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 numbe...
Tue, 9 Jun, 2020 at 2:34 PM