Troubleshooting: Payment Links not delivered by email or SMS

or: Anyone sending payment requests via Prommt.

Check the delivery status of the request first. Open the payment request in View Payments and look at the delivery status for each channel. This tells you whether the issue is with email, SMS, or both — and saves you going through steps that don't apply.

If the overall request status is Partially Sent, one channel failed and the other delivered. See Troubleshooting: Partially Sent payment request status for a focused walkthrough.

Open the request and check the email delivery status:

The most common cause of non-delivery is a typo in the email address. Check the address on the payment request carefully — a single incorrect character means the email goes to the wrong person or nowhere at all.

If the address is wrong, you can't edit a sent request. Cancel it and send a new one with the correct address.

Payment request emails are occasionally filtered into spam by corporate email systems, particularly for customers using Outlook in large organisations, or accounts with aggressive spam filtering. Ask the customer to:

If the email address is correct and the customer can't find it, resend on the email channel first. If it bounces again, the address may be inactive or permanently blocked by their mail server. In that case:

To resend: go to View Payments, click ... next to the request, select Resend, and choose the channel.

Bounced means the email was sent but rejected by the customer's email server. Failed means it didn't send at all.

Common causes:

If the delivery status shows Unsubscribed, the customer has clicked the unsubscribe link in a previous Prommt email. They won't receive any further emails from Prommt on your account.

If payment is still needed, you'll need to reach the customer via an alternative channel — SMS or direct phone call. You cannot re-subscribe them through Prommt. Contact Prommt Support if you need to discuss options.

Open the request in View Payments and check the SMS delivery status. If it shows as delivered, the message reached their network — the most likely explanation is that it was filtered or deleted.

Confirm the mobile number on the request is correct, including the country code. A missing or incorrect country code is a common cause of SMS non-delivery — for example, entering 07 instead of +447 for a UK number.

Some mobile devices and networks automatically filter messages from unknown senders or alphanumeric sender IDs into a separate folder. Ask the customer to check:

If the number is correct and the message can't be found, resend on SMS. If it fails again, switch to email — resend on the email channel if an address is on the request.

If SMS is consistently failing to send — not just for one customer but across multiple requests — there are a few account-level causes to check.

Your SMS sender ID may need to be registered

In Ireland, the UK, and several other markets, regulations require alphanumeric SMS sender IDs (the name that appears instead of a phone number) to be pre-registered with the relevant authority before messages can be delivered:

If your SMS messages were working previously and have recently stopped, a regulatory change or carrier update may have triggered a block. Contact Prommt Support — we manage the sender ID registration process and can investigate with our SMS provider.

Your account may be sending from the default Prommt sender ID

If you haven't configured a custom SMS sender name under Settings → Branding, messages send from the default Prommt sender ID. If you want messages to show your business name instead, update SMS Sender Name in branding settings — and note that Prommt Support may need to register the new sender ID before it takes effect.

The recipient's country may not support your sender ID format

Custom alphanumeric sender IDs aren't supported in all countries. If you're sending to customers in certain international markets, the SMS may send from a numeric ID or may not deliver at all. Contact Prommt Support with the destination country — we can confirm what's supported and whether there's a workaround.

If your SMS messages are arriving with the wrong sender name — for example, showing Prommt instead of your business name — check Settings → Branding → SMS Sender Name and confirm your custom name is saved.

If it's set correctly but still not showing, the sender name may not have been registered for your region yet. Contact Prommt Support — custom sender IDs require registration in most markets and this is handled on the Prommt side.

The delivery status on the payment request updates to Delivered (email) or the equivalent confirmed status for SMS. The customer receives the message and is able to open the payment link. If you've resent on both channels and the customer still hasn't received anything, contact Prommt Support with the payment reference and the customer's contact details.

When contacting support about a delivery issue, include: the payment reference, the delivery channel that's failing, the destination country for SMS issues, and the email delivery status shown on the request.