MSG91 Problems & Complaints in India: Is It Time to Switch?

A Data-Driven Comparison | Published by: Nitin Singh | Updated May 2026

MSG91 is one of the well-known messaging platforms in India. However, a growing number of Indian businesses — startups, SMEs, and enterprises alike — have been publicly sharing frustrations about their experience with MSG91 across platforms like Trustpilot, G2, Techjockey, and SoftwareAdvice.

This article compiles those publicly reported issues and compares them with what SMSGatewayHub offers — so you can make an informed decision for your business communication needs.

1. What Are Users Saying About MSG91? (Market Complaints)

Based on publicly available reviews from verified users on third-party review platforms, here are the most commonly reported issues with MSG91:

A. SMS Delivery Failures & OTP Issues

• Users report that SMS shows 'Sent Successfully' but messages are never delivered to recipients
• OTP delivery failure rates as high as 50% reported by multiple users
• SMS credits are debited even when delivery fails — with no refund mechanism
• Resend OTP API reportedly not functioning reliably

B. Poor Customer Support Experience

• Support available only from 8:00 AM to 12:00 AM IST — not 24x7
• Users report inconsistent knowledge among support representatives
• Multiple users mention being 'routed' from one excuse to another with no resolution
• G2 reviews note 'slow response times' and 'varying knowledge' among support staff

C. Credit Safety & Fraud Prevention Gaps

• User credits drained by suspicious foreign IP activity with no automatic blocking
• No proactive fraud detection or IP-based rate limiting reported by users
• After credit loss, users report being pressured to recharge rather than receiving resolution
• Overall Scamadviser rating: 2 stars out of 5 (based on aggregated reviews)

D. Dashboard & UI Problems

• Dashboard JavaScript fails to load, causing functionality to break
• Contacts import feature reported as difficult to use
• No WordPress plugin available for easy integration
• G2 reviewers flag 'Poor Interface Design' and 'Dashboard Issues' as recurring concerns
• Limited data export options from the reporting dashboard

E. WhatsApp Business API Complications

• Users describe WhatsApp Business API setup as complicated and confusing
• Dashboard functionality for WhatsApp management reported as inconsistent
• No dedicated onboarding manager for smaller businesses

F. SDK & Documentation Issues

• MSG91 reportedly makes undocumented SDK changes without notifying clients
• Changes published without review or advance communication to existing users
• Developers faced breaking integrations with no prior warning

2. MSG91 vs SMSGatewayHub: Feature Comparison

Here is a side-by-side comparison based on publicly available information and our service offerings:

3. Why Indian Businesses Are Switching to SMSGatewayHub

✅ Hands-On DLT Support

DLT (Distributed Ledger Technology) compliance is mandatory for all SMS in India under TRAI regulations. SMSGatewayHub provides complete, hands-on DLT registration support — not a self-serve portal. Our team guides you through every step so your campaigns are never blocked.

✅ High SMS & OTP Delivery Reliability

Our platform is engineered for high deliverability with intelligent routing across multiple telecom operators. Unlike platforms where users report 50% OTP failure rates, SMSGatewayHub provides robust fallback mechanisms ensuring your critical OTPs and transactional messages reach recipients.

✅ WhatsApp Business API — Easy Onboarding

We offer complete WhatsApp Business API integration with dedicated onboarding support. No complicated self-setup. Our team handles verification, template approval, and go-live — so you can start messaging customers within days.

Learn more: smsgatewayhub.com/whatsapp-business-api

✅ RCS Messaging Solutions

Be future-ready with Rich Communication Services (RCS) — the next generation of business messaging. SMSGatewayHub is one of the few Indian providers offering full RCS solutions including rich cards, carousels, verified branding, and SMS fallback.

Explore RCS: smsgatewayhub.com/RCS-Messaging-Solutions-in-india

✅ Dedicated Account Manager

Every SMSGatewayHub client gets a dedicated account manager who understands your business. No more being passed around between support agents. One point of contact, always.

✅ Transparent Pricing — No Hidden Charges

Our pricing is completely transparent. You pay for what you use, with no surprise deductions or credits disappearing. We provide detailed reports for every rupee spent.

4. Our Messaging Solutions — Explore & Switch Today

Bulk SMS Service

India's reliable bulk SMS platform for promotional, transactional, and OTP messages with high deliverability.

smsgatewayhub.com/bulk-sms-service

WhatsApp Business API

Send verified WhatsApp messages at scale — marketing, utility, authentication, and customer support messages.

smsgatewayhub.com/whatsapp-business-api

RCS Messaging Solutions

Upgrade your SMS campaigns with rich media, interactive buttons, and verified brand identity via RCS.

smsgatewayhub.com/RCS-Messaging-Solutions-in-india

SMS Gateway API

Developer-friendly REST APIs with pre-built SDKs for seamless integration with your application or platform.

smsgatewayhub.com/sms-api

5. Frequently Asked Questions (FAQ)

Q1. Is MSG91 good for Indian businesses?

MSG91 is a known platform in India, but multiple verified user reviews on Trustpilot, G2, and Techjockey report issues including SMS delivery failures, poor support response times, OTP failures, and lack of fraud prevention on credit accounts. Businesses with high-volume critical messaging needs may want to evaluate alternatives.

Q2. What is a reliable MSG91 alternative in India?

SMSGatewayHub (smsgatewayhub.com) is a trusted Indian messaging solution provider offering Bulk SMS, WhatsApp Business API, and RCS Messaging with dedicated account management, DLT support, and transparent pricing. For a free demo, call 1800-102-1822.

Q3. Does SMSGatewayHub offer WhatsApp Business API?

Yes. SMSGatewayHub offers complete WhatsApp Business API solutions with easy onboarding, template management, and dedicated support for Marketing, Utility, Authentication, and Service message categories.

Q4. What is RCS Messaging and does SMSGatewayHub support it?

RCS (Rich Communication Services) is the next-generation messaging standard supported on Android and iOS globally. It supports rich cards, carousels, suggested replies, HD media, and verified branding. SMSGatewayHub is among the few Indian providers offering full RCS messaging solutions. Visit smsgatewayhub.com/RCS-Messaging-Solutions-in-india to learn more.

Q5. How does SMSGatewayHub handle DLT registration?

Unlike platforms that leave DLT registration entirely to the client, SMSGatewayHub provides complete, hands-on guidance for TRAI DLT compliance including PE ID registration, template approval, and sender ID setup.

Q6. What is SMSGatewayHub's support availability?

SMSGatewayHub offers dedicated client support with a focus on Indian business hours and requirements. Each client has an assigned account manager for personalised, fast resolution — no routing through generic support queues.

Q7. How can I get a free demo of SMSGatewayHub?

Simply call our toll-free number 1800-102-1822 or visit smsgatewayhub.com to schedule a free demo. Our team will walk you through our platform, pricing, and migration process at no cost.

Q8. Can I migrate from MSG91 to SMSGatewayHub easily?

Yes. Our dedicated onboarding team handles migration including DLT template porting, API integration support, and sender ID setup. Most businesses are fully migrated and live within 4 Hours.