An SMS did not arrive — what does its status mean?

Which type of SMS are you receiving?

A named-recipient SMS contains a protected link and expiry; its required PIN is shared separately. A Patient Key SMS may contain that key’s code and PIN according to the selected delivery. These are different access types; follow the instructions for the type received.

Read the status

Queued awaits processing. Provider accepted awaits delivery confirmation where supported. Delivered appears only when confirmed. Failed requires checking the number or channel. Resending does not make an expired code or key valid; the sender must issue new access.

Avoid repeated sends

Check the international dialling code and reception. Retry only when the screen permits it; limits protect the recipient from duplicates and abuse. When a limit is reached, wait for the displayed interval or use another approved channel. Provide support with the time and support code, without PINs, OTPs, protected links or clinical text.

Rejected sender or provider restriction

A custom SMS sender must be approved by the provider. The service can use the account’s active default where the provider permits it; this does not guarantee delivery. Support checks account, country, link, balance and connection restrictions. Clinics do not need to buy their own sender name.

Recover a failed notification safely

Open the existing handover and recipient. After the cause is corrected, an authorized staff member chooses Send SMS again when permitted. A new protected link replaces this recipient’s old link. The PIN, permissions and expiry remain; share the PIN separately. The SMS contains no PIN, clinical text or filenames. The previous attempt remains in history. For a lost PIN, ask the sender for new access; support cannot retrieve an existing PIN.

Unconfirmed result and support

A timeout, unconfirmed result or already accepted SMS blocks resending until its status is reconciled. Do not create a second handover. Support checks the timestamp, provider, safe category, masked number and correlation reference. Do not include passwords, PINs, recovery codes, protected links or medical files in a ticket.

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Email or manual sharing after rejected SMS

Open the same handover → Access → Use email or share manually. Choose manual sharing or enter the recipient’s verified email address. Confirm your identity if requested. This issues a fresh protected link and PIN, invalidates the previous link and ends verified sessions. Expiry and permissions stay the same. The PIN is shown once and shared separately from the link; it is not sent in the email.

Save the new details before closing. If the action’s result is unconfirmed, refresh the handover and inspect its history. If access was already replaced, use Replace link and PIN to issue fresh manual access. An old PIN or link cannot be retrieved. Accepted or unconfirmed SMS, expired access and revoked access cannot use this recovery path.

Link restriction

SMSAPI code 94 means that the account does not allow messages containing a link. Support must confirm the required permission with SMSAPI. An approved sender and a positive balance do not remove this restriction. Do not disguise the link; use an authorized alternative delivery method.