For Senders

Troubleshooting Errors

I have checked my csv many times but I cannot find the mistake and I keep getting an error for invalid recipient.

Common typos in the recipient field include spaces and symbols.
After you have sent the campaign, we will also provide the list of email addresses that bounced under stats.

Browser Compatibility

We only support Chrome, Firefox, Samsung Internet, the latest Microsoft Edge, and IE 11at the moment. There is already an issue open for Microsoft Edge version 18 (#451).


Can I see what Postman has before entering a credential?

If you are checking out Postman, you can go through most of the steps before we ask you to enter a credential. This is so that the civil servants can learn how to navigate the user interface first before initiating the necessary paperwork for procuring a Twilio account. Without the credentials, we are not able to send the SMS messages.

How would I know that my credentials are working?

Before you send an SMS or Telegram message to the citizens, we will ask you to put in your credentials and send a message to yourself to test the credentials. We recommend that you log onto Twilio console so that you can copy and paste in the credentials when prompted.

I don’t know how to find credentials in my Twilio console!

Not to worry! Go to Getting Started - SMS & Twilio for more information.


We want to manage subscription like MCI. Is Postman going to support this?

Subscription is currently not in the scope of Postman. It will likely be part of other productivity products under OGP.

We want an audit function so we can check the SMS sent timestamp.

We are not going to cover this feature in the first iteration of Postman. You can check when an SMS is sent by logging into your Twilio console and searching for the phone number. Your agency is the only one that can check through your Twilio account. We will not be able to access it.


We really want WhatsApp. Do you recommend it?

We do not support WhatsApp broadcast message sending. WhatsApp is more expensive than SMS, especially if you don’t send enough messages regularly. If you do not track read receipts, SMS is the perfect alternative to notify citizens based on our user research. It is much easier to set up a Twilio account than a WhatsApp business account. Detailed info on WhatsApp can be found on our Workplace group. Use your gov email address to login.

Why don’t you support collaborator mode?

Messages sent to the public are usually governed by the comms teams within an agency. We recommend that you contact your comms team before setting up Postman so that the agency is clear on what is sent to the citizens. You can create a common email account or mailing list so that your teammates can see what has been sent out to the public. is a productivity tool and we believe that the governance of the tool should fall under the agency themselves.


I noticed that UK Notify supports invoicing. Is Postman going to do the same?

Postman does not bill the user separately. We believe in transparency in the pricing of our service. OGP will bear the cost of Postman’s infrastructure, and at this point in time, the cost of sending emails. We ask the agencies to pay for the SMS message cost given that these are operational costs.

How does Twilio charge my agency?

Depending on your usage, Twilio has a few different plans. If you do pay-as-you-go, you only need a corporate credit card on file. It works like a prepaid mobile plan. You top-up certain amounts of money every month and deplete the account as you send SMS. Post-paid mobile plans require you to contact Twilio’s rep and initiate a procurement process that adheres to IM8 guidelines. You can go to SMS & Twilio to find out more.

The Procurement process for Twilio

Please go to Workplace and log in using your gov email address to see the full content.

What is the estimated cost of implementing Postman's solution?

Yes, please go to Cost Breakdown.