F.A.Q

SMS Support FAQ's

Note: Our User guide answers all the common questions relating to use of the service (e.g. phone book management, sending messages, etc). It is available for download on our Downloads page, accessible from the dropdown menu under Support.

SMS Support FAQ's
Q. I am a reseller, how can I test the service?
A. Contact the Distribute.IT sales team, quoting your reseller account and request access to our demonstration service.
Back to Questions
Q. What's the difference between the 'low-cost' and 'premium' routes?
A. 'Low-cost' messages are sent via overseas connections to the GSM networks globally, whereas premium messages are sent through local (Australian-based) connections that route directly to the mobile phone networks and pay fees for that connectivity. Whilst both routes provide high levels of delivery speed and success rates, the low-cost routes can from time-to-time, be barred by one or more mobile network. When this happens, your messages may fail to reach the recipient(s) on that network. Our premium service routes through the networks and pay for that connectivity, so barring should never be an issue. Based on our experience over many years, we find the economy routes to be a relevant solution for bulk marketing messages, but not necessarily for more critical messages like alert notifications, payment security systems, etc. For these types of services, we always recommend the premium routes for reliability and speed.
Back to Questions
Q. Why have I been billed for a message that didn't reach the destination?
A. Once a message leaves the Distribute.IT network, it goes to a delivered, or the mobile carrier (depending on the route selected) for delivery to the final destination. Both upstream deliverers and mobile carriers charge their fees on 'handling' a message, not on successfully delivering a message. What this means is that once we have successfully delivered your message to the 'gateway', charges are incurred for that message, regardless of its successful delivery to the mobile phone.
Back to Questions
Q. What do I have to do to ensure I comply with the Spam Laws in Australia?
A. Anti Spam Legislation has been in force in Australia for several years. There are several important factors that you need to comply with to ensure compliance with the Span Act. Some of these include, sending electronic messages (e.g. SMS and email) only to mobile phones that have opted in to receive your communications, clearly identifying the sender of the message and providing (and acting on) opt-out mechanisms that the recipient can easily utilise, for no cost (or in the case of SMS, no more than the cost of a standard SMS). We recommend all clients to review the attached document which provides a practical, concise guide to complying with this Legislation. Australian Government Spam Act 2003 - A practical guide for Business (240kb)
Back to Questions
Q. How do I setup 2-way messaging?
A. 2-way SMS messaging can be setup using virtual mobile numbers (also referred to as 'VMN's or 'MSISDN's), or shortcode number (e.g. 197, 199 numbers). Distribute.IT can provide both dedicated numbers and shared solutions that enable you to operate 2-way SMS messaging solutions. Some common uses for these numbers include; opt-out solutions, competition entries and replies, content delivery and replies, question and answer solutions. To setup a 2-way solution, contact your Distribute.IT reseller for details, or if you have a reseller account with Distribute.IT, contact our sales team for more details.
Back to Questions
Q. Does Distribute.IT provide opt-out solutions?
A. Yes. Distribute.IT can provide a range of turn-key or customised opt-out management solutions. The easiest method to achieve an opt-out solution is using our Virtual Mobile Numbers (refer question above for more details). By default, we do not provide a 2-way opt-out mechanism for clients - this must be installed on your account on request. to setup an opt-out solution, contact your Distribute.IT reseller for details, or if you have a reseller account with Distribute.IT, contact our sales team for more details.
Back to Questions
Q. Why do SMS messages fail to reach their destinations sometimes?
A. There are a number of reasons that a message might not reach its ultimate destination. This includes:
  • The destination mobile being switched off or out of range for a period of time and the mobile phone's network provider 'times out' the message
  • The 'Sender Name' you defind on your message is too long - maximum 11 characters permitted including spaces & punctuation (note: this can only occur when using our API - our web interface doesn't permit more than 11 characters in this field)
  • The mobile network is not supported via the route you selected to send the message through
  • Traffic congestion at the mobile carrier or base station to which the mobile is presently routing through
Back to Questions

Why Distribute.IT ?

  • True wholesale model – we don't sell direct.

  • 100% automated solution.

  • Australia's best IT support.

  • Full suite of technical solutions – Web interface, API's, white label templates, custom modules and more.

  • Broad range of products and services – providing a one-stop wholesale solution for web and mobile communication services & support.

  • Globally competitive pricing.

  • Personalised support – assistance with domain transfers/consolidations, technical development, system administration and help desk.

  • Powerful reporting – providing you with the right data to assess you business and make the right decisions.

  • Globally accredited, extensive experience and knowledge you can leverage to grow your organisation.