You should engage your SMS aggregator to investigate the issue. You may wish to keep the Registry firstname.lastname@example.org
in the loop when you check with your aggregator.
You are also advised to take note of the following steps when sending SMS to avoid the SMS being converted into the “Likely-SCAM” thread:
1. Make sure whitelisting has been effected
- While users may have submitted an application to register a Sender ID, they will be able to send SMS using the Sender ID only after the whitelisting is effected by your aggregators participating in the SSIR (see point 4 below). Doing so before the effective date will result in the SMS being converted to “Likely-SCAM”. For example, if a user sends an SMS with a Sender ID where the status of that ID is still pending, the Sender ID will be converted to "Likely-SCAM". Users can obtain information on whether their application is successful and when the whitelisting will be effective by from their SGNIC account (see screenshot below where the latest status shows “Live” and effective date under the “Effective By” column). It takes some time for applications to be processed as your identity needs to be verified in order to maintain the security and integrity of the registry.
2. Sender IDs are case sensitive
- Users should check their Sender IDs and ensure the Sender ID matches that of its whitelisted Sender ID before sending the SMS. To illustrate, “PineApple” and “PineAPPLE” are considered two different IDs. Using a Sender ID with a different upper/lower case format from that of the whitelisted Sender ID will result in the SMS being blocked or converted to “Likely-SCAM”. If users prefer to send using different Sender ID format i.e. upper/lower case, please register them with the SSIR.
3. Make sure all Sender IDs used have been whitelisted
– Some users may use different Sender IDs for different types of SMS communications with their clients. Please ensure the Sender IDs used are whitelisted with the SSIR. If users are relying on service providers to send SMS and the SMS is sent using the Sender ID of the service providers, users should also check if their service providers have registered the Sender ID with the SSIR.
4. Use only aggregators that are participating in the SSIR
– We are aware of instances where users attempted to send their SMS with a whitelisted Sender ID through a SMS aggregator that is not participating in the SSIR. Please note that only aggregators that are participating in the SSIR (“Participating Aggregators”) are allowed to handle whitelisted Sender IDs. Whitelisted Sender IDs sent through non-participating aggregators will be blocked. Please refer to https://sgnic.sg/smsregistry/list-of-participating-aggregators
for the list of Participating Aggregators.
5. Participating Aggregators may require additional information from users
– While users may have successfully whitelisted their Sender IDs, they should also ensure that they have completed the registration with their Participating Aggregators. We understand that some of the users failed to provide documents requested by the Participating Aggregators for their due diligence checks and hence their account registration with these Participating Aggregators was not completed. This resulted in the Participating Aggregators disallowing the user from sending SMS at all or converting the SMS sent by these organisations to “Likely-SCAM”.
6. Send a test SMS first
– It is good practice for users to test-sending an SMS to ensure that the SMS will be delivered properly, before sending the SMS to the rest of their users.