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Troubleshooting

What to check when a send is stuck, a payment is missing or a phone will not sync.

A send is not going out#

  1. Open the send. Check its status and the reason shown.
  2. Waiting for approval? A different person with approval permission must release it in Messaging › Approvals.
  3. Held by compliance? The content screen flagged it. Reword and submit a new send, or wait for the decision.
  4. Insufficient wallet balance? Top up in Finance › Wallet.
  5. Quiet hours? Promotional sends wait until 07:00 if you chose "defer".
  6. No approved sender or route? Check Messaging › Senders. Network approval of a new sender ID can take several days.
  7. Sending paused for your organisation? An overdue invoice hold or a maintenance window may be active. Check notices at the top of the page and Finance › Invoices.

Messages show as failed or undelivered#

  • The phone may be off, out of coverage, or the number inactive. Run a number-status check before large campaigns.
  • The network may have rejected the sender ID for that content. Use the sender only for its approved purpose.
  • Final failures are refunded according to your plan.

A payment is not showing#

  • M-PESA: confirm the payer used the correct business number and account number shown on the page. Payments to a wrong account reference appear as Unallocated in Finance › M-Pesa payments.
  • Payment link: check the link's status. "Awaiting contact" means the payer has not completed it.
  • Card: Paystack re-verification can take a moment. If a payment is still missing after 15 minutes, tell the Sauti team with the receipt or reference.

A field phone is not syncing#

  1. Check the phone has data or Wi-Fi, and the date and time are correct.
  2. Open the app and pull to sync.
  3. If the app says the device was revoked, pair it again with a new code.
  4. Check the app version meets the minimum shown on Field › Field app.

I cannot sign in#

  • Five wrong attempts lock the account for 15 minutes.
  • Make sure your phone's clock is correct; authenticator codes depend on it.
  • Ask your owner to reset your password or authenticator if needed.

A page shows an error#

Refresh the page. If it persists, note the time and what you were doing and contact support at the address on the home page. Never include supporters' details in support messages.