Entity Registration Issues

Problems during entity registration are among the most common DLT hurdles. Here are the typical issues and how to resolve them:

Application Stuck in "Pending" Status

DLT portal reviews can take up to 7 business days depending on the platform and current queue volume. If your application has been pending beyond this period:

  • Verify that all required documents were uploaded successfully — check the portal for any upload errors or missing documents.
  • Confirm that you completed the payment step (if applicable) — unpaid applications are not processed.
  • Contact the DLT portal's support team with your application reference number for a status update.

KYC Documents Rejected

Document rejection is the most frequent cause of registration delays. Common reasons include:

  • Name mismatch: The company name on your PAN card does not match the name entered in the registration form. Ensure spelling, spacing, and legal suffixes (Pvt Ltd, LLP, etc.) match exactly.
  • Illegible scans: Documents are blurry, cropped, or partially obscured. Re-upload clear, high-resolution scans in PDF or JPEG format.
  • Inactive GST: Your GST certificate shows a cancelled or suspended status. Verify your GST status on the GST portal and resolve any compliance issues before re-applying.
  • Expired documents: Any submitted document that has passed its validity date will be rejected. Ensure all documents are current.

Wrong Entity Type Selected

Most DLT platforms do not allow you to change the entity type after submission. If you selected the wrong type (e.g., "Startup" without DPIIT recognition, or "Enterprise" for a proprietorship), you may need to create a new registration with the correct entity type. Contact the portal's support team to confirm whether modification is possible on their platform.

Payment Failure

If the online payment fails during registration:

  • Try a different payment method (credit card, debit card, net banking, UPI).
  • Contact the portal's support team with your transaction reference number to verify whether the payment was captured despite the error.
  • Some platforms accept NEFT or bank transfer — check the portal for alternative payment options.
  • Clear your browser cache and try again, or use a different browser.
Tip: Always keep screenshots of your registration process, confirmation pages, and payment receipts. They are invaluable when contacting portal support for issue resolution.

Sender ID / Header Issues

Sender ID problems can prevent your messages from being delivered even after successful entity registration. Here are the most common header-related issues:

Header Rejected by DLT Platform

  • Review TRAI naming rules — the header must be exactly 6 alphabetic characters and cannot be a generic term like "OFFERS" or "ALERTS".
  • Verify that your chosen header name does not impersonate another brand, bank, or government body.
  • Try alternative abbreviations of your brand name. For example, if "MYSHOP" is rejected, try "MYSHPX" or "MSHOPN".
  • For detailed naming rules, refer to our Sender ID Registration Guide.

Header Approved but Messages Failing

  • Entity-header mismatch: Verify on the DLT portal that the header is associated with the correct Entity ID. If you have multiple entities, ensure you are using the right combination.
  • Template-header association: Each template is linked to a specific sender ID. Check that the templates you are using are associated with the header you are sending from.
  • Cross-operator sync delay: After approval, allow 24 to 48 hours for the header to synchronize across all telecom operators via the DLT blockchain.

Header Working on Some Operators but Not Others

DLT blockchain synchronization between operators can take 24 to 48 hours after header approval. If you registered on Jio's platform, for instance, it may take time for Airtel and Vodafone Idea to recognize the header. If the issue persists beyond 48 hours, raise a support ticket on your DLT portal requesting a synchronization check.

Duplicate Header Conflict

Each header name must be unique across the DLT ecosystem. If another entity has already registered your desired header name, you will not be able to register it. The DLT platform will display a "duplicate" or "already exists" error. In this case, choose an alternative abbreviation of your brand name that is not yet registered.

Template Issues

Template-related problems are the leading cause of SMS delivery failures in the DLT ecosystem. Here are the most common template issues and their solutions:

Template Rejected by DLT Platform

  • Check the rejection reason displayed on the DLT portal — it usually provides a specific reason (generic content, category mismatch, missing brand name, etc.).
  • Ensure your template includes your company or brand name.
  • Verify that the template category matches the content (do not submit promotional content as transactional).
  • Check variable format — use the correct typed variable tags ({#numeric#}, {#alphanumeric#}, {#url#}, etc.) for all dynamic parts. The legacy {#var#} format is being phased out.
  • Remove any shortened URLs and replace with full URLs.
  • For a complete list of rejection reasons and fixes, see our Template Approval Guide.

Template Approved but SMS Failing

This is almost always a content mismatch issue. The actual SMS text you send must match the registered template exactly — only the variable portions (typed tags like {#numeric#}, {#alphanumeric#}, etc.) should differ. Common causes:

  • Extra spaces or different punctuation in the SMS compared to the template.
  • Additional text that is not part of the template (e.g., appending a footer or disclaimer not in the template).
  • Missing text that is in the template but not in the actual SMS.
  • Variable content extending beyond the intended placeholder (e.g., including fixed text inside a variable).

Template ID Not Found

  • Double-check the Template ID — copy and paste it directly from the DLT portal to avoid typos.
  • Verify the template status on the DLT portal — it must be in "Approved" status. Pending or rejected templates cannot be used.
  • If recently approved, wait 24 to 48 hours for cross-operator DLT synchronization.

Unicode Template Issues

If you are sending messages in regional languages (Hindi, Tamil, Telugu, Kannada, etc.), ensure the template was submitted in the same language script as the actual SMS content. A Unicode template registered in Hindi cannot be used to send English messages, and vice versa. Also verify that the Unicode encoding is consistent between the template and the API request.

DLT Scrubbing Failures

What is DLT scrubbing? Every SMS passes through a DLT scrubbing process at the telecom operator level before it is delivered to the recipient. The scrubbing engine is an automated system that verifies the following parameters for every outgoing message:

  • Entity ID is valid, active, and registered on the DLT platform
  • Sender ID (header) is registered and associated with the Entity ID
  • Content matches a registered and approved template under the Entity ID
  • Template category allows delivery at the current time and to the destination number (e.g., promotional messages are blocked outside 9 AM - 9 PM and to DND numbers)

If any of these checks fail, the message is blocked. Below are common scrubbing failure codes and their solutions:

Error Meaning Solution
Entity not found The Entity ID is invalid, not registered, or has expired Verify your Entity ID in the SpringEdge dashboard and check its status on the DLT portal. Renew if expired.
Header mismatch The Sender ID is not registered or not linked to the specified Entity ID Register the header on the DLT portal and ensure it is linked to your Entity ID. Wait for sync if recently registered.
Template mismatch The SMS content does not match any approved template for the Entity ID Ensure exact match between SMS text and template (variables excluded). Check for extra spaces, punctuation, or missing text.
Consent not found Promotional SMS sent to a DND-registered number without explicit consent Only send promotional messages to numbers that have explicitly opted in. Use transactional or service categories for essential communications.
Time restriction Promotional SMS submitted outside the 9 AM - 9 PM delivery window Schedule promotional campaigns to run only between 9:00 AM and 9:00 PM IST. Use SpringEdge's scheduling feature.

SMS Delivery Issues After DLT Setup

Even after completing DLT registration, you may encounter delivery issues. Here are common post-setup problems and how to resolve them:

Messages Submitted but Not Delivered

Check the DLR (Delivery Report) status in the SpringEdge dashboard for each failed message. If the DLR shows "DLT Rejected", the scrubbing engine blocked the message — refer to the scrubbing failure codes above to identify the specific reason. If the DLR shows "Submitted" but no delivery confirmation, the issue may be at the operator or handset level rather than DLT.

Intermittent Delivery Failures

If some messages from the same campaign succeed while others fail, the issue is almost always a template variable mismatch. Check that the dynamic content in failing messages exactly fills the typed variable placeholders (e.g., {#numeric#}, {#alphanumeric#}) — no extra text should appear around or between variables beyond what the template defines. Also ensure the variable content matches the tag type (e.g., only digits for {#numeric#}) and check for special characters that may break the template matching algorithm.

All Messages Suddenly Failing

If messages that were previously working have suddenly stopped delivering:

  • Registration expiry: Your DLT entity registration may have expired. Check your entity status on the DLT portal and renew if necessary.
  • Header deactivated: Your sender ID may have been deactivated. Verify header status on the DLT portal.
  • Template suspended: The DLT platform may have suspended a template due to complaints or policy violations. Check template status.
  • Account balance: Verify your SpringEdge account has sufficient credits for message delivery.

Working in Test but Failing in Production

If messages work correctly in your SpringEdge test environment but fail in production:

  • Verify that the production API is configured with the correct Entity ID — test and production environments may use different credentials.
  • Confirm that the Sender ID and Template ID parameters in your production API calls match the DLT-approved values. Copy-paste directly from the DLT portal to avoid errors.
  • Check that your production API endpoint and authentication keys are correct.

Operator-Specific Troubleshooting

Each DLT platform has its own quirks and support channels. Here is operator-specific guidance for the four major DLT portals:

Jio TrueConnect

  • Support: care@jio.com
  • The Jio portal occasionally undergoes maintenance — if the portal is unresponsive, wait and try again later.
  • Template approval may take longer during peak periods (end of month, festival seasons).
  • Jio's scrubbing engine is known for strict template matching — ensure zero deviation from your approved template text.

Airtel

  • Support: dlt@airtel.com
  • Registration fee is Rs 5,000 + GST per year, consistent with all other DLT platforms.
  • Known for the fastest approval times among all DLT platforms — typically 1 to 2 business days for entities and templates.
  • The user interface is straightforward and well-documented.

Vodafone Idea (Vilpower)

  • Support: support@vilpower.in
  • Vilpower was one of the pioneer DLT platforms — stable and reliable with extensive documentation.
  • If you experience portal issues, check browser compatibility — Vilpower works best on Chrome and Firefox.
  • Clear browser cache and cookies if the portal behaves unexpectedly.

Smartping (Satzilio Telecom)

  • Portal: smartping.live
  • Smartping offers a modern interface — if you encounter issues, try clearing your browser cache and using Chrome or Firefox.
  • Ensure all documents are in order before submitting, as resubmission on any portal can add significant time.
  • For support queries, check the Smartping portal for current contact information and response timelines.

How SpringEdge Helps

SpringEdge provides built-in DLT compliance tools and dedicated support to help you navigate the complexities of the DLT ecosystem:

  • Automatic DLT parameter validation: Before any message is submitted to the operator, SpringEdge validates your Entity ID, Sender ID, and Template ID to catch configuration errors early — before they result in delivery failures.
  • Real-time error reporting: The SpringEdge dashboard and API responses include specific DLT failure reasons, so you can identify and fix issues immediately rather than guessing what went wrong.
  • Centralized DLT credential management: View and manage all your DLT credentials — Entity ID, approved Headers, and Template IDs — from a single dashboard instead of switching between multiple DLT portals.
  • Dedicated compliance team: Our DLT compliance specialists can assist you with entity registration, sender ID selection, template drafting, and troubleshooting — at no additional cost.
  • Template content matching: SpringEdge pre-validates your SMS content against registered templates before submission, preventing scrubbing failures at the operator level and saving you time and credits.

If you need assistance with any DLT-related issue, contact our support team. For API integration details, visit our developer documentation.

Related DLT Guides

Entity Registration

Register your business as a Principal Entity on any DLT platform with our step-by-step guide.
Sender ID Registration

Learn how to register and manage sender IDs (headers) for transactional and promotional SMS.
Template Approval

Learn how to create, submit, and get SMS content templates approved on DLT platforms.
DLT Overview

Understand what DLT is, why TRAI mandated it, and how it affects SMS communication in India.

Need Help with DLT?

SpringEdge's compliance team can guide you through every step of the DLT process.