Views:

What's happening?

All SMS messages are being blocked with the error message "Invalid phone provider credentials".

Reason:

This occurred due to incorrect configuration in the SMS provider settings, specifically:

  • The customer was adding a name instead of the sender number in the Text Message sender field.
  • Destination number had an unrecognized or unsupported country code.

Resolution:

To resolve this, perform the following steps:

Verify the SMS provider configuration and ensure that the "Text Message sender" field contains the correct sender number instead of a name:

  1. Navigate to Settings -> SMS providers.
  2. Open SMS provider configuration which is being used.
  3. Click on the Text message sender tab and ensure the sender has a phone number instead a text value for the Text message sender field. 

Check the destination number:

  1. Confirm the country code of the contact to which the SMS messages are being sent.
  2. Verify if the Azure Communication Services (ACS) account allows sending messages to the specific country codes.
  3. Republish the journey after correcting the above configurations.

After performing these steps, test sending an SMS message to confirm the issue is resolved.