FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

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CONNECTION PROBLEM
  • Check the stability of your network connection.
  • Check with your network engineers if Rising Tide’s IP address/es are provisioned within your network.
  • Check with your network engineers if your source IP is allowed in firewall to connect to public networks.
  • Perform telnet and traceroute (or tracert for Windows) using your application’s server IP to check if connection with Rising Tide’s IP can be established.
  • If connection cannot be established via traceroute (or tracert for Windows), send the result (with screenshot) to incident@risingtide.ph.
UNDELIVERED MESSAGES
  • Check your internal logs if an API call has been executed and see the response code from Rising Tide API. (See the error codes list for the definitions and handling)
  • Check the delivery receipt status posted by Rising Tide API to your Delivery Receipt URL endpoint.
  • If the delivery receipt status is still pending, there might be a delay in processing the transaction from the connection provider. You may wait for 24 hours or directly report the details of the affected transaction(s) to incident@risingtide.ph.
  • If the delivery receipt status is successful, check if the mobile number is active, allowed to receive a message from the sender ID (not blacklisted nor opted out) and has good signal reception. You may report the details of the affected transaction to incident@risingtide.ph for further checking.
DELAYED MESSAGES
  • Check your internal logs if an API call has been executed and see the response code from Rising Tide API. (See the error codes list for the definitions and handling)
  • Check the delivery receipt status posted by Rising Tide API to your Delivery Receipt URL endpoint.
  • If the delivery receipt status is still pending, there might be a delay in processing the transaction from the connection provider. You may wait for 24 hours or directly report the details of the affected transaction(s) to incident@risingtide.ph.
  • If the delivery receipt status is successful, check if the mobile number is active, allowed to receive a message from the sender ID (not blacklisted nor opted out) and has good signal reception. You may report the details of the affected transaction(s) to incident@risingtide.ph for further checking.
  • Telcos may attempt to resend the message to the subscriber for up to 48 hours if the mobile numbers is not active or has poor signal reception at the time of sending.
DUPLICATE MESSAGES
  • Check your internal logs for possible multiple API calls.
  • If an API call for a particular message request has been executed only once, you may report the details of the affected transaction(s) to incident@risingtide.ph for further checking.
INCOMPLETE/JUMBLED MESSAGES
  • Check the content of the message from your internal logs.
  • If the content of the message is complete and in order, e, you may report the details of the affected transaction(s) to incident@risingtide.ph for further checking.
UNDELIVERED DELIVERY RECEIPT
  • Check your internal logs if an API call has been executed and see the response code from Rising Tide API. (See the error codes list for the definitions and handling)
  • If the delivery receipt status is still pending, there might be a delay in processing the transaction from the connection provider. You may wait for 24 hours or directly report the details of the affected transaction(s) to incident@risingtide.ph.
LOW THROUGHPUT (TPS) IN TRASMITTING MT REQUESTS
  • Check the stability of the network connection used by your application’s server.
  • Check Rising Tide’s API’s response time. If it is significantly slow, you may directly report to incident@risingtide.ph.
  • For optimal TPS consumption, you may increase the number of parallel senders without compromising the server’s CPU load.

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