How do we contact support?

Questions
1

Hi,

We are getting complains on the last 24 hours, that Stytch text messages with OTP are not being received on our customers, or being delayed for more then 1 hour.

Is that a known issue?
What is the process to handle it?
Who should we contact?

2

Hi Moti! Thanks for posting.

As far as how to contact support, you can post here, email us at support@stytch.com, or post in our community Slack.

Our overall metrics for SMS deliverability look good on our end, with the vast majority being delivered successfully. If you’re seeing some users have issues, the first places to check would be:

  • Our troubleshooting guide here
  • The Event Logs section of your Stytch Dashboard - specifically searching on phone number or user_id, and looking for events called SMSDelivery. Each SMSDelivery event will have a field called message_status, along with some other metadata on what occurred in the SMS pipeline.

We’re also happy to look into specific examples, we’ll just need a request_id or user_id + timestamp!