Hormuud SMS
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Customer guide

How to use the Customer Portal

A quick, step-by-step guide to sending SMS, managing your audience, tracking delivery and handling billing — everything you can do from the portal.

Step 1

Getting started

Set up your account so you can start sending.

  1. 1Request an account from the sign-in page — an admin reviews it and shares your login details once approved.
  2. 2Sign in, then open My Account and request a sender ID (the “from” name your recipients will see). It must be approved before you can send with it.
  3. 3Add SMS credit from Billing — buy a package or top up with your EVC / mobile wallet. Credit is added the moment the payment is approved.

Step 2

Send a single SMS

Send one message to one recipient.

  1. 1Go to Send SMS, choose your approved sender ID and enter the destination number.
  2. 2Type your message — the live preview shows the encoding, segment count and estimated credits.
  3. 3Optionally turn on Flash or “wait for delivery”, then click Review & Send and confirm.
  4. 4Track the outcome under Delivery Reports, or look up a specific message under Message Lookup.

Step 3

Bulk campaigns

Send the same message to many recipients at once.

  1. 1Go to Bulk SMS. Paste numbers, upload a .txt/.csv file, or pick a saved contact group.
  2. 2Write your message and check the campaign summary — recipients, segments and estimated credits by category.
  3. 3Send now, or schedule it for later. The gateway keeps sending in the background even if you close the page.
  4. 4Follow progress under Campaigns, and cancel a scheduled send anytime before it fires under Scheduled.

Step 4

Personalized SMS

Merge each recipient’s own data into the message.

  1. 1Go to Personalized SMS and upload a CSV (or load a contact group). The first row is the column headers.
  2. 2Insert columns as {{placeholders}} in your template — e.g. “Hi {{name}}, your balance is {{balance}}.”
  3. 3Preview the first recipient’s merged message and review the credit estimate, then send or schedule.

Step 5

Contacts, groups & segments

Save your audience once and reuse it.

  1. 1In Contacts, add recipients one by one or import a whole list from CSV (extra columns become merge variables).
  2. 2File contacts into groups (e.g. “VIP customers”) and send to a whole group in one click.
  3. 3Build dynamic segments — a saved rule that re-selects matching contacts every time you send.

Step 6

Message templates

Save messages you send often.

  1. 1In Templates, create reusable messages (including {{placeholders}} for personalization).
  2. 2Pick a template from the composer on any Send, Bulk or Personalized screen to fill the message instantly.

Step 7

Delivery reports & inbox

See what was delivered and read replies.

  1. 1Delivery Reports shows every message from queued to delivered, with failure-reason insights.
  2. 2Usage summarizes volumes and spend over time.
  3. 3Inbox shows replies handsets send to your sender IDs — read them and reply in a click.

Step 8

Billing & packages

Manage credit, packages and invoices.

  1. 1In Billing, see your available credit and active packages.
  2. 2Buy or renew a package with your EVC / mobile wallet — you’ll get a prompt on your phone to approve.
  3. 3Review your credit history, payment history and invoices anytime.

Step 9

Get help

We’re here when you need us.

  1. 1Open Support and create a ticket describing your issue — pick a category and priority.
  2. 2Our team replies right inside the ticket; you’ll get a notification when they do.
  3. 3Reply to keep the conversation going, and close the ticket once it’s resolved.

Troubleshooting

Quick answers to the most common issues.

My message shows “Failed” — why?

Open Delivery Reports and check the failure reason. Common causes are an invalid or unreachable number, or the recipient having opted out of that sender ID.

I get “Recipient has opted out” when sending

That recipient replied STOP to the sender you're using. Opt-outs are per sender ID — try another approved sender, or review the Opt-outs page.

My sender ID is rejected

You can only send from an approved sender ID. Request one on My Account; sending with an unapproved “from” name is blocked.

I can't send — no credit

Buy a package or top up with your EVC / mobile wallet on Billing. Credit is added the moment the payment is approved.

I lost my API key

For security, a key is shown only once when created. If you lost it, revoke it on API Keys and generate a new one.

Ready to send your first message?

Sign in to your account, or request access and your Hormuud account manager will get you set up.

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