Support
SMSGELY support
Get help
How to contact support
Support tickets
The fastest way to get help. Log in and open a ticket from the Support section of your dashboard — it automatically includes your account context, so we can investigate without back-and-forth.Log in to open a ticketEmail support
Can’t log in, or don’t have an account yet? Email support@smsgely.com from the address registered on your account if you have one.Sales and general questions
Questions about pricing, masking sender IDs, integrations or whether SMSGELY fits your use case? Use the contact page and we will get back to you.Go to the contact page
Availability
Support hours
Tickets and emails can be sent at any time. Requests received outside support hours are handled on the next working day.
Manual top-up verification and sender ID reviews are carried out by our staff, so they may take longer outside support hours.
Our team is available
Sunday–Thursday, 10:00–18:00 (Bangladesh time)
We aim to reply within one business day.
Faster answers
What to include in a ticket
- Your account email — the address you use to log in.
- Message ID or request_id — from the dashboard or from the API response.
- Campaign name — for bulk or scheduled sends.
- Timestamps — when it happened, in Bangladesh time if possible.
- Screenshots — of error messages or unexpected results.
- Payment details for top-ups — method, amount and transaction ID.
Never send passwords, PINs or full API keys
Our team will never ask for your password, your bKash or Nagad PIN, or a full API key. Refer to API keys by their name in the dashboard.
Common topics
Help with the most common requests
Top-up verification
bKash and Nagad top-ups are verified manually by our staff before your balance is credited. If a top-up is taking longer than expected, open a ticket with the payment method, amount, transaction ID, the sending number or account, and the time of payment.How the wallet worksSender ID approvals
Masking sender IDs are requested in Dashboard → Sender IDs and move through Pending, Approved, Rejected or Suspended. If yours is pending or was rejected, check for a request for supporting documents and reply in your ticket.About masking sender IDsDelivery issues
Start with the delivery report for the message or campaign. Undelivered messages are often caused by switched-off handsets, inactive numbers or invalid formats. A status of “unknown” means we are reconciling the result with the provider — the message is not resent automatically.Understand delivery reportsAPI errors
Check the HTTP status and error code against the error reference, confirm your key is active and has the right scopes, and include the request_id from the response when you contact us.See API error codes
Self-help
Find answers yourself
Trust and safety
Report abuse or a service problem
Report spam, phishing or fraud
If you received a suspicious message sent through SMSGELY, email support@smsgely.com with the sender ID, the time you received it and the message text or a screenshot. Please don’t click any links in it. See our Acceptable Use Policy.
Report a service problem
If the dashboard or API isn’t working as expected, open a ticket or email support@smsgely.com with the time you noticed it, what you were doing and any request_id values. To report a security vulnerability, email us privately rather than testing further.
FAQ
Support questions
What is the fastest way to get help?
Open a support ticket from your dashboard after logging in. Tickets are linked to your account, so our team can see the relevant context and reply without asking you to repeat details. If you cannot log in, email support@smsgely.com instead.
My bKash or Nagad top-up hasn't appeared in my wallet. What should I do?
Manual top-ups are credited after our staff verify the payment, which can take longer outside support hours. If it has not appeared, open a ticket with the amount, transaction ID, the number or account you paid from and the time of payment. Never share your PIN.
Why is my masking sender ID still pending?
Sender IDs are reviewed before they can be used, and approval is subject to mobile operator and regulator requirements. We may ask for supporting documents such as a trade licence or proof of brand ownership. You can send messages with non-masking SMS while you wait.
Am I charged for messages that fail?
No. Funds are reserved when a message is queued and charged only when the provider accepts it. If a message fails or is rejected before acceptance, the reservation is released back to your available balance automatically.
What does an "unknown" message status mean?
It means the provider's response was unclear, for example after a timeout. We do not resend the message automatically, to avoid duplicates. Instead we reconcile it with the provider, and it is charged only if acceptance is confirmed.
Is it safe to send my API key to support?
No. Never send passwords or full API keys to anyone, including our team. Refer to a key by its name as shown in your dashboard. If you think a key has been exposed, revoke it and create a new one.
Still need help?
Log in to open a support ticket with your account details attached, or contact our team for sales and general questions.