When recipients see a phone number, a short code or a generic text such as "INFO" instead of your text sender ID, the message went out with a different sender than you wanted. The message is usually still delivered, just under a different name. Below are the most common causes and what to do about them.

## How do I find out which sender the message used?

Open [History](https://www.bulkgate.com/en/helpdesk/reporting/history/) in the portal and click the message. The `Sender` label shows the sender type and value the message was actually sent with. Note down the `Message ID` as well, you will need it if you contact support.

- **The sender in History is not the one you wanted:** the cause is in your settings. Go through points 1–4.
- **History shows the right sender, but the recipient sees something else:** the operator replaced the sender. See point 5.

![Message detail in History with the Sender label](helpdesk:sender-id-not-displayed/history-detail-sender_en)

## 1. The sender ID is not approved yet

In countries where registration is mandatory, a text sender ID can only be used once the operator or the regulator approves it. Until then, the message goes out from a system number, or the operator does not deliver it. In Austria and Spain, for example, operators block unregistered sender IDs.

**What to do:** check in the $[price list](en:gb:sms) whether the country requires registration and follow [Text sender ID registration](https://www.bulkgate.com/en/helpdesk/sms/registering-text-sender-id/).

## 2. The approved sender ID is not selected

Approval alone changes nothing. Your messages keep going out with the sender set in your campaign, module or API.

**What to do:** in a [sender ID profile](https://www.bulkgate.com/en/helpdesk/sms/sender-id-profile/), set the text sender ID for the country and select the profile in your campaign, module or API.

## 3. The name does not match the registration

The operator compares the name character by character. "MyShop", "MYSHOP" and "My Shop" are three different senders. A name longer than 11 characters, with accents or without a single letter does not get through either. The message then goes out from the system number.

**What to do:** enter the name exactly as it was approved. The rules for text sender IDs are in [Sender type](https://www.bulkgate.com/en/helpdesk/sms/sender-type/).

## 4. The sender type is not available in the country

If the chosen type cannot be used in the recipient's country, the message goes out from the **system number**. This also applies to an unverified [own number](https://www.bulkgate.com/en/helpdesk/account/my-numbers/).

**What to do:** check in the $[price list](en:gb:sms) which sender types the country supports.

### Sending through the API?

The most common mistakes in the request:

- type and value are swapped: the type belongs in `sender_id` (`gText`, `gProfile`…), the name or profile ID in `sender_id_value`,
- with `gProfile`, `sender_id_value` holds the profile name instead of its ID.

You will find the correct format in the [SMS object](https://www.bulkgate.com/en/docs/advanced-api/advanced-sms/).

## 5. The operator replaced the sender

Some operators replace the sender even when the message was sent correctly:

- **Austria:** if there is doubt about a sender ID from the RTR register, the operator may replace it with "Unbekannt". More in [Registration for Austria](https://www.bulkgate.com/en/helpdesk/sms/text-sender-registration-austria/).
- **Bulgaria:** a sender ID that is only whitelisted is rewritten to a shared short number. More in [Registration for Bulgaria](https://www.bulkgate.com/en/helpdesk/sms/text-sender-registration-bulgaria/).
- **Other countries:** the operator may replace an unregistered sender ID with a generic text or a number.

**What to do:** send us the message ID and we will check it with the operator.

## What to send to support

If you have gone through the points above and the sender is still wrong, write to us through the [contact form](https://www.bulkgate.com/en/contact-us/), ideally from the e-mail you log in with. Send us:

- the **message ID** (at least one, ideally three to different numbers),
- the recipient's **country** and **operator**,
- which sender you expected and what the recipient saw,
- how you send: portal, module or API,
- for the API, the full request **without the API token**.

## Frequently asked questions

### The message went out from a system number. Was I charged?

Yes, the message was sent, just with a different sender. You can see what it cost in the message detail in [History](https://www.bulkgate.com/en/helpdesk/reporting/history/) under `Price calculation`.

### How do I check the sender before a campaign?

Send a [test message](https://www.bulkgate.com/en/helpdesk/campaign/testing-your-campaign/) to your own number in the target country. Then check the `Sender` label in History and what actually appeared on the phone.