Contact support
Frequently asked questions
Tickets are answered by the engineers who run the platform, in the order they arrive, and anything affecting live traffic is picked up first. Annual plans can carry contractual response times and an escalation path alongside the 99.9% uptime guarantee.
The message ID, the time it was sent and your timezone, the destination country, the channel you expected it to take, and what happened instead. With those five things a delivery problem is usually answered in the first reply rather than the third.
Every send returns one, and every webhook event reports against it. Store it with your own record of the message: it is the one identifier that ties your system, our logs and the carrier response together.
Check status.sent.dm first — it publishes live uptime per region and carries any incident that is already known. If the platform is green and your traffic is not, that is exactly the ticket to open.
Yes, with the message ID. Every state change is recorded — queued, routed, sent, delivered, read where the channel supports it, failed — along with the reason the carrier gave, which is usually what decides whether the fix is on your side or ours.
No. If you are evaluating Sent, or something broke before you finished setting it up, send it anyway. Name your organization if you have one so we can find the traffic you are asking about.
Included, and it is engineers rather than a script working from a list. Annual plans add a named contact and a shared channel with the team on top of it.
Yes. We run the submissions, template approvals and business verification with you, and tell you where each one stands. We cannot shorten the review itself — that decision belongs to Meta and to the carriers.
Email support@sent.dm with the details and we will route it to the team immediately. Please do not paste live API keys, tokens or customer data into a ticket; if a key has been exposed, rotate it first and tell us second.
File it under Billing and invoices, and include the organization name and the invoice reference. Questions about rates rather than a specific invoice are answered by the published rate sheet on the pricing page.
docs.sent.dm carries the quickstart, the full API reference, the SDK guides and the webhook payloads. Most integration questions are answered there faster than we can answer them here.
That is a sales conversation rather than a ticket — talk to sales and we will map your channels, destinations and templates, and give you a realistic timeline on the call.