Modified on: Fri, 10 May, 2019 at 11:53 AM
We have only seen this on a rare few occasions and the common reasons for this occurrence are:
- A recipient is roaming outside the native network and the acknowledgement for the message does not find its way back to the carrier. The carrier then retries to send the message despite the handset having already received the first message
- A signaling issue on the carriers network or an issue on the handset
In either instance, we recommend for you to advise the recipient to restart their handset to force a re sync with the carrier network.
When the recipient is back onto their native network and if this is continuing to occur after restarting their handset, please contact us.
If you would like us to look into this further with the carrier, please contact us as soon as possible by sending an email to firstname.lastname@example.org with the following information:
- Recipients mobile number
- Carrier of the recipient
- Date and time of occurrence
- Screenshot of the messages received on the recipients handset
PLEASE NOTE: We need to report this to the carrier asap for investigation as the system rotates logs on a 5 day basis.