Message: SMS Could not be sent. Wrong phone number?

This message may appear on your BATM’s screen when an SMS could not be sent.

CAS relies on Twilio or Nexmo to send SMS messages. The message is submitted to them, and a verification code is received back when they accept it. The verification code is saved in the Master log.

The message must be formatted properly, and must include a valid phone number (provided by the customer). If the phone number being submitted is indeed valid, then several other possible points of failure come into question.

Have you setup your Twilio/Nexmo account in CAS? https://generalbytes.atlassian.net/l/cp/qEbPxnb3
Is Twilio (or Nexmo) experiencing outages? Check their API status:
1. Twilio: https://status.twilio.com/
2. Nexmo (now: Vonage): https://vonageapi.statuspage.io/
Is the target phone capable of receiving SMS messages?
1. Seems obvious, but a test SMS would eliminate it as a possibility.
2. Are other phones receiving SMS' as expected? It’s the number (or their carrier)!
Have you recently changed your Twilio or Nexmo account settings? Something may be amiss there.
Is your Twilio (or Nexmo) account active?
1. Check your Twilio/Nexmo account status.
2. More info about Twilio accounts here: https://generalbytes.atlassian.net/l/c/MSCSaHCT

If these steps haven’t helped resolve the issue, please create a Support ticket:

https://generalbytes.atlassian.net/l/c/9FWpSqmf

Confirm you’ve attempted the resolutions above,
include in the ticket:
1. the target phone number,
2. the date & time the failures began,
3. the version of CAS server AND the Terminal firmware version.
We’ll reply with any further required information and suggestions.

We may request your Server logs: https://generalbytes.atlassian.net/l/cp/Cz1rJuVw