# SMS messages are not sent or arrive as UNVERIFIED

> Queue and appointment SMS messages fail or show UNVERIFIED when your AWS account is still in SMS sandbox mode or your sender ID is not registered.

FAQ · Troubleshooting · Last updated 17 September 2026

URL: https://personalisationhub.com/support-centre/troubleshooting/sms-messages-are-not-sent-or-arrive-as-unverified/

SMS messages that never arrive, or arrive from "UNVERIFIED", mean AWS has not yet approved your account or your sender ID for sending. The platform sends SMS through your own AWS account, so the fix is on the AWS side.

### No SMS messages arrive at all

**Cause.** Your AWS account is still in SMS sandbox mode, which limits sending to verified numbers.

**Fix.** Ask AWS to move the account out of the sandbox and approve SMS sending. Open the request from [the AWS guide to requesting a sender ID](https://docs.aws.amazon.com/sms-voice/latest/userguide/sender-id-awssupport-open.html), and state that SMS is essential for the platform's virtual queueing.

### Messages arrive from "UNVERIFIED"

**Cause.** The **Platform SMS Sender ID (AWS SES SMS/Text)** under **Company Settings → Platform Set-up** is not registered with AWS, or it is a restricted sender ID.

**Fix.** Register that exact sender ID with AWS using the same guide. If AWS lists it as restricted, choose a different one — a restricted sender ID sends nothing. See [Update the platform's SMS sender ID](https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/).

### AWS declined the request

**Cause.** New AWS accounts are sometimes declined at first.

**Fix.** Request reconsideration, explaining that the messages are transactional queue and appointment notifications. If AWS still declines, contact [support@personalisationhub.com](mailto:support@personalisationhub.com) about a Twilio-based alternative, which needs an existing Twilio account.

Also confirm the **AWS SES Region** on the same page matches the Region where your AWS account has SMS approval.

## Related

- [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/)
- [Step 4 — First login and platform set-up](https://personalisationhub.com/support-centre/platform-installation/step-4-first-login-and-platform-set-up/)
- [Troubleshooting index](https://personalisationhub.com/support-centre/troubleshooting/troubleshooting-index/)