3758686 - SMS Messages are not being received by candidates when they opt in to SMS notifications in SuccessFactors recruiting

• SMS messages are not being received by the Candidates.
• The SMS provider confirms configurations appear correct but reports no outbound requests from the application.
• The issue occurs for candidates who selected “I agree to receive SMS notifications.”
• Candidate receives an error when they enable "Send me SMS notification" 
  "Note: Connection to mobile gateway failed. SMS selection may not be current. Please revisit this page later to verify."

SAP SuccessFactors Recruiting Management

1. Go to Recruiting > Candidates.
2. Open any candidate profile where “I agree to receive SMS notifications” is selected.
3. Attempt to send an SMS and observe that it is not received and the provider reports no outbound requests.
4. There is a an error "Note: Connection to mobile gateway failed. SMS selection may not be current. Please revisit this page later to verify."

Incorrect Account URL format in the SMS configuration; the “.sdi” component was missing, preventing connection to the SMS provider.

The credentials and/or the URL aren't properly filled.

1. Go to Admin Center > Manage Recruiting Settings
2. Open the Short Message Service (SMS) configuration for Recruiting and locate the Account URL.
3. Update the Account URL to use the Sinch SDI endpoint that includes “.sdi”, for example: https://us.sms.sdi.sinch.com/sdi/<AccountName>/<AccountName.sms>.
   Ensure your path follows the pattern AccountName/AccountName.sms.
4. Save the configuration and test again by sending an SMS to a candidate who opted in to SMS notifications.
5. Note: The password field is masked by design (asterisks). If a password change is required, re-enter the new password and save.
6. Verify that the credentials and URL are correct. Double check any space accidentally saved at the end of the information or if there are any lower/upper case in the wrong character.

• refer to: Setting up Short Message Service (SMS) Notifications with Recruiting
• refer to: KBA 2684899 (configuration guidance)
• refer to: KBA 2336022 (permissions and setup checks)
• refer to: KBA 3144990 (backend analysis when SMS remain pending)
• refer to: KBA 2853745 - Manual SMS messages are not being received by candidates in specific countries

sms not received, sms notifications, recruiting management, rcm, non-production, test, dev, candidate opt-in, sinch, account url, sdi domain, configuration error, outbound requests missing, sms provider, recruiting emails and notifications , KBA , LOD-SF-RCM-EML , Recruiting Emails and Notifications , Problem