Support
When a message stalls, write it down once.
Sender ID still pending. Checkout SMS silent. OTP 401 in staging. We reply by email from Accra — usually the same working day. There is no phone queue, and we will not ask you to “restart your router.”
Try this before you wait on us
Most “is the platform down?” mail is a sandbox key on a live store, or a Sender ID that has not cleared the networks yet. These pages close that loop faster than a ticket.
Platform docs
Campaigns, contacts, Sender IDs, and the first send — read this before you wait on email.
OpenAPI reference
Auth, send, balance, webhooks, and sandbox keys.
OpenWordPress plugin
WooCommerce, Paystack, and form plugins.
OpenChangelog
What shipped, and what might explain a new error.
OpenDashboard tickets
Already logged in? Keep the thread on your account.
OpenJump to a topic
Prefills the form. You still have to tell us what actually happened.
Write to support
Before you hit send
How long until someone replies?+
We read tickets in Accra business hours (Monday–Friday) and usually reply the same day, or the next working morning. There is no phone queue. Logged-in members can also open a ticket from the dashboard so the thread stays on the account.
My Sender ID is still pending. Is that a support issue?+
Sender IDs go through network approval. That is often hours, sometimes a couple of days — not a broken form. If it has sat more than two working days, send a ticket with the exact ID and the time you submitted it. Do not keep blasting from an unapproved ID; those messages fail quietly.
Credits left the wallet but the SMS never arrived.+
Check the campaign or API log for the message ID, destination number (with country code), timestamp, and status. DND, a wrong prefix (0 vs 233), or an unapproved Sender ID are the usual Ghana culprits. Paste those details in the form so we are not guessing from a screenshot of the compose box.
The WordPress plugin is installed but checkout SMS is silent.+
Confirm the live API key (not sandbox), that the site can reach api.splitsms.com, and that the WooCommerce / Paystack event is actually enabled. Include your WordPress version, plugin version, and one failed order ID. Docs live under Integrations → WordPress.
Can you refund unused credits?+
Wallet top-ups are for sending SMS. If a payment captured twice, or a top-up never landed, write in with the Paystack reference and we will trace it. We do not cash out leftover credits for a change of mind.