For: Anyone sending payment requests via Prommt.
📋 What "Partially Sent" means
When you send a payment request via both SMS and email, Prommt attempts to deliver it through both channels simultaneously. If one of those delivery attempts fails, the request is marked as Partially Sent — meaning it got through on one channel but not the other.
The customer may still have received the request. Partially Sent doesn't mean the payment request wasn't delivered at all — it means at least one channel failed.
🔍 When does it happen?
Group requests
When sending a bulk payment request with both email and SMS selected, Prommt sends two separate messages to each contact — one by email, one by SMS. If either fails for a given contact, that contact's request shows as Partially Sent.
Single requests
If you send a payment request by one method (e.g. SMS), then resend the same request using a different method (e.g. email), and one of those attempts fails to deliver — the status updates to Partially Sent.
🔎 Common reasons for delivery failure
The most common cause is incorrect contact details — always check these first before investigating further.
Channel | Common failure reasons |
SMS | Incorrect or inactive mobile number, mobile network issue, number not able to receive SMS |
Incorrect email address, email blocked by recipient's security filters, full inbox |
🪜 What to do
Check the contact details on the payment request — confirm the mobile number and email address are correct
Identify which channel failed — open the payment request in your dashboard and check the delivery status for each channel
Resend on the failed channel if the details are correct — the customer may have had a temporary network or delivery issue
Contact the customer directly if resending doesn't resolve it — confirm their preferred contact details and update the request before resending
Check with the customer if they received it on the successful channel — if they did, no further action may be needed
✅ What success looks like
Once both channels have delivered successfully, the status updates from Partially Sent to Sent. If only one channel is needed and the customer has received the request, you can consider the request active and await payment.