SMS not received from certain senders

[FireMedic]

I have SMS setup with Flowroute and we are seeing issues with receiving SMS from certain senders. When I request SMS 2FA codes from Intuit or Venmo, they do not come through. Other SMS does come through so I know that SMS works. It just from these senders that we have issues. Any suggestions?

 

[YiannisH_3CX]

Hi @FireMedic

Have you talked to Flowroute regarding this? Perhaps they have an issue on their side.
If everything is OK on their end I would recommend creating a ticket with our support department so we can look at the logs and see if messages from these senders are even hitting the PBX.

 

[FireMedic]

Where might I find the relevant logs myself?

 

[YiannisH_3CX]

You will need to enable verbose logging level and restart your services. You can then replicate the issue and check the management console log. You can do this by generating the support info from the top right of the management console or by navigating to Activity Log / Logs / Instance and download the "3cxManagementConsole.log"

 

[QueBall]

This is almost certainly a case where the Bank or Financial Service has purposefully decided not to allow VOIP providers in their SMS authorization system. There is no solution, and nothing Flowroute can fix. It's entirely a decision made by the financial provider to exclude anyone except for mobile carriers. They are taking steps to only allow thier sms to go through whitelisted carrier gateways.