Troubleshooting

SMS from your sender ID won't send to Australian numbers

Short answer

Enfonica refuses any SMS to an Australian number from an alphanumeric sender ID that isn't Active in the project you send from, and the API answers "This sender ID is not registered for Australian SMS." Check the sender ID under Cloud SMS > Sender IDs in that project, and send from a phone number until it's Active.

Applies to
Cloud SMS
Works with
Cloud SMS API, 3CX, Genesys Cloud and Yeastar integrations, Email-to-SMS
Who can do this
Whoever manages your Enfonica project or the system that sends your SMS

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. The API refuses the message
  3. 3CX, Genesys Cloud, or Yeastar can't send from your sender ID
  4. Email-to-SMS sends from your number instead of your sender ID
  5. Which messages are blocked?
  6. Why does Enfonica block it instead of sending it as "Unverified"?
  7. Send from a phone number while you register
  8. What to send us
  9. Related

What are you seeing?

The API refuses the message

This sender ID is not registered for Australian SMS.

This error means that Enfonica blocked a message to an Australian number from a sender ID that isn't Active in the project you sent from. Over gRPC, the status is FAILED_PRECONDITION. Over REST, it's an HTTP 400. The message is refused before it's created, so nothing is sent or billed, and it doesn't appear in Cloud SMS > Messages. The response is in your application's logs.

To find the cause, open the project that the request was sent to in the Enfonica Console. It's the projects/<project-id> part of the request. Then go to Cloud SMS > Sender IDs. What you see there points to one of these causes.

The sender ID isn't registered in this project

Enfonica checks each message against the registrations in the project it's sent from, not across your whole account.

Check

Look for the sender ID in the list for this project. If it isn't there, this is the cause.

Fix

Register the sender ID in this project. To learn how, see Register an alphanumeric sender ID for SMS in Australia. If it's already Active in another of your projects, contact support instead, and we'll add it to this one.

It's registered, but not Active yet

Only an Active registration lets messages through. A registration that's still on its way to ACMA doesn't count.

Check

Look at the status. If it's Pending Verification or Submitted to ACMA, this is the cause.

Fix

Wait for the status to change to Active. The sender ID starts working as soon as it does, with nothing to change in your application. If it's waiting on ACMA, see Sender ID registration is stuck or was rejected. In the meantime, send from a phone number, as described in Send from a phone number while you register.

It was rejected or revoked

Check

Look at the status. If it's Rejected or Revoked, this is the cause. To see the reason, select the sender ID.

Fix

Correct what the reason describes, and then submit a new registration. For the usual reasons, see Your registration was rejected.

The sender ID in your request is written differently

Sender IDs aren't case-sensitive, but every letter, space, and symbol counts. ACME Alert and ACMEAlert are two different sender IDs.

Check

Look in the list for an Active sender ID that looks like yours but has a different space or symbol.

Fix

Set the from field in your application to the sender ID exactly as it appears in the list.

3CX, Genesys Cloud, or Yeastar can't send from your sender ID

Error on delivery

The 3CX, Genesys Cloud, and Yeastar integrations send through Cloud SMS, so the same rule applies to them. They show their own send failure instead of the API's message:

  • Genesys Cloud shows "Error on delivery".
  • 3CX shows Failed to send message(s) to the provider with "status":400.

The integration sends from an unregistered sender ID

Check

Go to Cloud SMS > Apps, and look at the sender ID that the integration sends from. If it isn't Active on Cloud SMS > Sender IDs in the same project, this is the cause.

Fix

Register the sender ID in the project that the integration belongs to. Until it's Active, send from an SMS-enabled phone number instead. For Genesys Cloud, select a number from your project in the integration under Cloud SMS > Apps.

Genesys Cloud reports status code 409

A 409 isn't caused by the sender ID. We've seen it when the project was created without billing set up, so Cloud SMS can't send from it.

Check

Look in the error for Request failed with status code 409.

Fix

Contact support with the project name, and we'll check the project's billing.

Email-to-SMS sends from your number instead of your sender ID

Email-to-SMS never blocks a message because of the sender ID. If it can't use the sender ID in your email's subject, it ignores it and sends from your default sender instead. The message still arrives.

The sender ID isn't Active in the project

Check

Go to Cloud SMS > Sender IDs in the project that your email-to-SMS uses. If the sender ID is missing or isn't Active, this is the cause.

Fix

Register the sender ID in that project. After it's Active, putting it in the subject works with no other change.

Choosing the sender in the subject isn't turned on for you

Choosing the sender in the subject is a feature that our team turns on for each account.

Check

Look at where your messages come from. If the sender ID is Active but messages still come from your default sender, this is the cause.

Fix

Contact support, and we'll turn it on. A blank subject always uses your default sender. For more about email-to-SMS, see Send SMS from email.

Which messages are blocked?

Since 1 July 2026, Enfonica blocks a message when all three of these are true:

  • It's sent from an alphanumeric sender ID, such as ACME, instead of a phone number.
  • It's sent to an Australian number, mobile or landline. That's every number that starts with +61.
  • The sender ID isn't Active in the project the message is sent from.

These messages aren't affected:

  • Messages sent from phone numbers.
  • Messages to other countries. Many countries have their own sender ID rules. See countries that support alphanumeric sender IDs.
  • Messages that Flow sends for you, such as voicemail notifications by SMS.

Why does Enfonica block it instead of sending it as "Unverified"?

Australia's mobile networks replace an unregistered sender ID with the word "Unverified" before the message reaches the phone, whichever provider sent it. The message still arrives, and it still costs you. But your name is gone, and the message looks like the scams that the Register was built to stop.

We decided never to let that happen. Blocking unregistered sender IDs is the safest way to stay within ACMA's rules. It also means that a large batch can't go out stamped "Unverified" and be billed in full when nobody trusts it. You find out straight away, from the error, instead of after a campaign has gone out. To learn more about the decision, see What happens to unregistered SMS sender IDs?

Send from a phone number while you register

A phone number needs no registration, so it's the quickest way to keep messages flowing. Add an SMS-enabled mobile number to your project. To learn how, see Buy a phone number. Then send from it in full international format (E.164), with +61 in place of the leading 0.

{
  "from": "+61491570156",
  "to": "+61491570157",
  "body": "Your appointment is confirmed for 2pm Tuesday."
}

When the sender ID becomes Active, switch the from field back to it. If the sender ID is Active in the project and the API still refuses it, contact support. Include the details in What to send us.

What to send us

Include these so we can check the registration.

  • The sender ID, exactly as you registered it.
  • The project it's registered in.
  • Its status in the Console, and any message shown with it.
Contact support

Our support team are telco specialists, backed by the engineers who run the network.