Email or SMS not received
The customer says nothing arrived. Before resending, check these points.
1. Was a send requested?
eldo wallet only sends a message when you ask it to:
| Call | Send flag |
|---|---|
POST/clients, POST/clients/bulk | sendCard |
POST/csv-operations/import-csv | sendNotificationsToCustomers |
POST/transits/{transitId}/passes, POST/transits/{transitId}/passes/bulk | enableSendEmailOrSms |
Flag set to false? That is by design: passing the link on is up to you.
2. Do the communication rules allow it?
- The wallet channel (
communicationChannel:email,smsorall) and the rules per message type (communicationRules) are readable with GET/wallet-settings. - The customer may have opted out of a channel: check their preferences with GET
/clients/{clientId}/communication-preferences, and the history with GET/clients/{clientId}/communication-preferences/history.
3. Are the contact details right?
- Typo in the email, non-existent domain.
- Phone without international prefix: use
+33…. - Check the record with GET
/clients/{id}, fix it with PATCH/clients/{id}.
4. Is SMS configured and topped up?
| Error | Cause |
|---|---|
SMS_CREDENTIALS_NOT_CONFIGURED, SMS_CONFIG_REQUIRED | No SMS provider configured on the wallet. |
INSUFFICIENT_CREDIT | Not enough credits for the send. |
INSUFFICIENT_CREDIT_PARTIAL (409) | Some channels lack credits: confirm to send only on channels with credits. |
SMS_LOGIN_FAILED, SMS_SEND_FAILED (502) | The SMS provider failed. Try again later. |
5. On the customer side
- Spam and "Promotions" tabs: ask the customer to check.
- Corporate filters: work addresses sometimes block links.
- Filtered SMS: some phones file texts from unknown senders separately.
6. Send a reminder
POST/clients/reminder-inactive resends the link to customers who have not installed their card: everyone (all) or a list (specific).