Frequently Asked Questions
How can I track SMS delivery and what do the delivery statuses mean?
Every SMS sent via InfoBee receives a Delivery Report (DLR) from the destination mobile operator.
You can track message status in your my.infobee.com account or receive real-time updates via API callbacks.
Delivery reports provide full visibility into message performance and help identify routing or content-related issues quickly.
Where can I find the API documentation and what does it include?
Full API documentation is available in the my.infobee.com Developer Portal.
It provides everything needed to integrate with the InfoBee platform.
How does billing and payment work at InfoBee?
InfoBee supports both prepaid and monthly postpaid billing models.
Pricing is calculated based on sent SMS.
Payments are handled via bank transfer and invoicing.
Usage reports are available in your my.infobee.com account, giving you full transparency and control over your messaging activity.
Do I need to register a Sender ID before sending SMS?
Yes, certain countries require Sender ID pre-approval before messages can be delivered.
Sender IDs (up to 11 Latin characters) can be submitted via the Dashboard or API.
The InfoBee team handles the registration process directly with local mobile operators.
The typical approval timeframe is 2–5 business days, depending on the destination country.
How does InfoBee handle GDPR compliance and data security?
InfoBee fully complies with EU GDPR requirements.
All customer and messaging data is stored exclusively in ISO-certified data centers within the European Union.
To ensure data protection and privacy, InfoBee applies encryption, tokenization, and strict access control across its platform.
Are test credits available and are there any sending limits?
New accounts receive free test credits for SMS only.
Viber, WhatsApp, and RCS channels require commercial activation before use.
During the testing phase, daily sending limits apply to ensure platform stability and compliance.
Does InfoBee support dynamic Sender IDs?
Yes, dynamic Sender IDs are supported in destinations where local regulations allow their use.
They can be used to personalize brand names and messaging campaigns.
In countries with regulatory restrictions, Sender ID pre-registration is required before messages can be sent.
What message encodings does InfoBee support?
InfoBee supports both GSM-7 and Unicode message encoding.
- GSM-7 is used for standard Latin characters and allows up to 160 characters per SMS segment.
- Unicode is required for non-Latin characters such as Greek or Cyrillic and allows up to 70 characters per SMS segment.
If these limits are exceeded, the message may be split into multiple segments, which can affect message length and billing, while still being delivered to the recipient as a single message.
What is SMS fallback and how does it work?
If a message sent via Viber or WhatsApp is not delivered,
InfoBee can automatically resend the message via SMS fallback.
This ensures maximum delivery reach and helps maintain message continuity across channels.
How does number portability (MNP) affect SMS delivery?
Mobile number portability (MNP) can impact message routing when a number has been moved to another network.
InfoBee automatically detects the recipient’s active network via HLR lookup and routes the message accordingly to ensure correct delivery.
Why was my SMS not delivered?
SMS delivery may fail for several reasons, including:
- Invalid or inactive phone numbers
- Roaming restrictions
- Blocked or unregistered Sender IDs
InfoBee provides detailed delivery logs and standardized error codes to help identify and resolve delivery issues quickly.
How do invoices and VAT work at InfoBee?
Invoices are issued in accordance with EU VAT regulations.
Clients with a valid EU VAT ID may request zero-rated invoicing, where applicable.
Billing cycles can be monthly or usage-based, depending on the agreed billing model.
How reliable is the InfoBee platform?
The InfoBee platform is hosted in redundant EU-based data centers and operates under a 99.9% uptime SLA.
Real-time monitoring and automated alerting systems are in place to ensure continuous and stable service availability.
What support and onboarding does InfoBee provide?
InfoBee offers guided onboarding and 24/7 customer support to ensure a smooth integration process.
Clients receive API credentials, sample scripts, and hands-on integration assistance.
Support is available via email and a ticketing system.
What are InfoBee’s compliance and anti-spam policies?
InfoBee enforces strict compliance and anti-spam policies across all traffic.
Only verified traffic from approved accounts is permitted on the platform.
Unsolicited, abusive, or non-compliant messaging is strictly prohibited and may result in account suspension.