Support

Report an Issue or Request

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

For Enterprises Located in Japan

• Domestic Calls: 0800-600-0550
  
• Mail Address: sms-support@comm.rakuten.co.jp

For Enterprises Located outside Japan

• International Calls (toll-free): +1-833-794-2161
  
• Mail Address: sym-cpaas-noc@mail.rakuten.com

Please be sure to specify the following information when reaching out for technical support.

Bind issue – Connection or Credential

[Issue Details]
Issue Description:
Issue Occurrence Date and Time:
System ID or SMPP Account ID: (Required):
Error Code/message: (Required):
Isolation at Customer side:

SMS Submission Issue

[Issue Details]
Issue Description:
Issue Occurrence Date and Time:
Affecter user phone number:
Sender address used (Sender ID) (Required):
Destination address (MSISDN) (Required):
Message ID (If Any):
DLR Status (If Any):
DLR Error Code/message (Required):
Affected network:
Service Impact:
Isolation at Customer side:

Throughput Issue

[Issue Details]
Issue Description:
Issue Occurrence Date and Time:
System ID or SMPP Account (If Any):
API Key Name ( Required):
Customer expected TPS (how many SMS per second) (Required):
Customer Actual TPS (how many SMS their systems record per second) (Required):
Service Impact:
Isolation at Customer side:

Dashboard Access Issue

[Issue Details]
Issue Description:
Issue Occurrence Date and Time:
Service Impact:
Isolation at Customer side:

[Dashboard Details]
Network Capture (HAR File) (Required):
Screenshot or video recording (Required):
Web browser:
Reproduction Steps (Required):

General Inquiry

Provide Inquiry Details: