TABLE OF CONTENTS
Mobile number country not supported
If you see the error message "Mobile number country not supported," the individual's mobile number isn't supported and an SMS can't be sent to them.
SMS is currently only supported for phone numbers from the United Kingdom, New Zealand, and Australia.
For all three countries, you can send a maximum of 2 SMS per phone number, with the second message sendable only 24 hours after the first.
You may also want to check that the phone number is formatted correctly (country code + number) before sending an SMS.
For more detail on SMS behaviour, including sender numbers by country, see Understanding SMS communications.
Notification received - Email has bounced
There may be instances where you receive a notification in Source, First AML's platform, advising that an email sent to an individual "failed to send".
This may occur due to various reasons:
- The Email Address input is incorrect
- The client has an automated out-of-office/vacation responder set that is causing the email to bounce
- A firewall issue on the client’s end that is blocking the email from being received
- Client located in a country where there is restricted data access (e.g. China)
To resolve this:
- Double-check the email address that was entered. If it's wrong, correct it and resend the form.
- Confirm with the client that the email address provided is correct.
- Try an alternative email address for the client.