SMS and sign-in codes
When SMS stop, look at credit and activation before anything else: the club's SMS credit at zero, the credit control switched on before the club has credit, the control never switched on, or the SMS account behind every club empty. A random sender number means an unregistered sender name. And a tester who sends themselves many codes trips the anti-abuse limits.
Check first
- Communication page: the remaining SMS credit, and whether the credit control is switched on for this club. Switched on without credit, it refuses every code. Both are described in Communication.
- The sender name: registered where your country requires it. In Spain an unregistered alias is replaced by a number by the carrier.
- The member's consent: a member who has not accepted the terms cannot receive or redeem.
- Your own tests: the same number across several clubs, many codes in a row, or tests from one address trip the limits on purpose.
Causes and fixes
Nobody in the club receives SMS
The club's SMS credit reached zero, or SMS was deactivated for the club on the provider's side. Registrations that need a code fail from that moment, and a member who did not finish registering cannot redeem until they do. Top up or reactivate, then ask the affected members to request a new code; a code cannot be resent.
The credit control is on, but the club has no credit yet
With the control on, every SMS waits for your provider's credit check, sign-in codes included. A club whose SMS credit is not set up yet gets a refusal for every code, so nobody can register or sign in, often on the day the club starts being used. That is why new clubs are handed over with the control off. The order is always the same: the club is handed over with the control off, your provider adds the SMS credit, then switches the control on. If it was switched on too early, your provider switches it off on the Communication page (under SMS credit settings, untick Active and save) and back on once the credit exists. Codes work again straight away; the member only has to ask for a new one.
The credit control is off
Adding credit is one step; switching on the credit control for the club is another, and it is done per club in its panel. A club with credit and the control off can send until the shared account runs dry. Your provider switches it on.
Codes stopped on every club at the same time
Every club sends through one SMS account. When its balance reaches zero, sign-in codes fail everywhere at once and the app shows an error on the code screen. Only the account holder can top it up; tell your provider at once and name the time it started.
SMS arrive from a random number
The sender name must be registered with the regulator in some countries (in Spain, the alias registry of the CNMC). Until it is, the carrier sends from a number. The name is set under SMS settings on the Communication page; the registration is done by your provider.
"Error sending code" during your own tests
Per member, per club and per hour there are limits on code sends, and the same phone used across several clubs from one place looks like abuse. Wait, or test with a member who is not you.
The counter says 1 SMS, the bill says 2
The counter on the template is an estimate. The carrier decides the billable segments when it sends: accents, emojis and special characters shorten a segment, and a long text sends in several. The chart counts members sent to, not segments. Keep campaign texts short and plain; see SMS template.
When to write to your provider
Write when credit and activation are fine and a specific member still gets nothing. Send the member's phone, the time of the attempt, the club, and what the app showed. For a stop on every club, write at once with the time. See How to ask for help.