Modified on: Wed, 24 Aug, 2022 at 3:57 PM
Duplicate messages are an extremely rare event. The causes have been:
- 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
- An issue on the handset
If you see this, the first step is to advise the recipient to restart their handset. This will force a re-sync with the carrier network.
If the issue persist, please contact us and include 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 carriers only keep SMS logging information for 5 days.