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Support

Contact Information​

For any technical support inquiries, please reach out to the following support channel available 24/7.

Domestic Calls (Japanese Support)Mail (Japanese Support)International Calls (Toll-Free)Mail (English Support)
0800-600-0550sms-support@comm.rakuten.co.jp+1-833-794-2161sym-cpaas-noc@mail.rakuten.com

Issue Reporting Template​

Kindly provide the following details to help us investigate and resolve your issue efficiently. The more information you share, the quicker we’ll be able to assist you

Customer & Account Details​

  • Customer Name:
  • SMPP SYS ID / API Key:
  • What type of traffic is this? [Trial Account/Live Production Traffic/ Test Traffic]:
  • Date & Time of Issue (with timezone):
  • Was this a past issue? If yes, specify duration.
  • Is the issue ongoing? [Yes/No]:

Issue Type (Select One or Both)​

  • Connectivity Issue
  • Message Submission Issue

API Used (Select One)​

  • HTTP API
  • SMPP API

Issue Description​

Please provide a clear and detailed description of the issue.

Steps to Reproduce​

Describe the exact steps that lead to the issue, if possible.

Request Details (if applicable)​

  • Endpoint URL / SMPP Server address:
  • Request Payload (e.g., HTTP body, SMPP PDU details):
  • Timestamp(s) of the request(s):
  • Sample Destination Number(s):
  • Message IDs:
  • Delivery Report (DLR) Status:
  • Affected Network(s) ( All / Specific MNO Please name):
  • If a Throughput Issue (Current Submission Rate):

Response / Error Received​

Include full error messages, HTTP codes, SMPP codes, or logs.

Network & Connectivity Information​

  • IP Address used for API Calls:
  • Network Environment (VPN, firewall, proxy, etc.):
  • Can you ping or traceroute our API endpoint or SMPP server? (Yes/No):
  • Have there been any recent network changes on your side? (Yes/No; if yes, please explain):

Service Impact​

Describe how the issue affects your business—for example, message delay, delivery failures, or inability to send.

Additional Information / Attachments​

Include screenshots, logs, or other supporting documentation.