Report Abuse

Report SMS Abuse

If you have received an SMS that is abusive, fraudulent, or that you never agreed to receive, tell us. Every report is reviewed by a human, and we act on the ones that are substantiated.

kwtSMS is the gateway that carries the message, not the business that wrote it. We do not compose our customers' messages and we do not sell contact lists. What we can do is identify the account behind a Sender ID, investigate, and suspend or permanently close it. That is why the evidence you send matters so much: without it we cannot tie a message to an account.

What counts as abuse

Report any of the following:

• Fraud, scams and phishing. Fake prize or lottery wins, fake delivery or customs fees, fake bank or government messages, links that ask for your card details, civil ID, or account password.
• Impersonation. A Sender ID pretending to be a bank, a ministry, a courier, or a company it does not belong to.
• Marketing you never opted into. Promotional messages you did not sign up for, or that keep arriving after you asked to stop.
• Threats, harassment or abusive content. Anything threatening, intimidating, or repeatedly targeting one person.
• Illegal or prohibited content. Anything that breaks Kuwait law or our Acceptable Use Policy, including the categories listed in the Kuwait SMS regulations.
• Your Sender ID or brand being used by someone else. If you are a company and your name is appearing on messages you did not send, report it as impersonation.

What to send us

A screenshot is required. A description on its own is not enough to act on, because it does not show the Sender ID or the timestamp. Send the following:

• A screenshot of the message on your phone, showing the Sender ID or number it came from, the full message text, and the date and time. Do not crop the sender or the timestamp out.
• The full text of the message, typed out as well, so we can search for it.
• The mobile number that received it, in international format, for example 965XXXXXXXX.
• The date and time you received it, as precisely as you can.
• Any link in the message, copied as text. Do not open it.
• How many times you have received it, and whether you already asked the sender to stop.

If you are reporting impersonation of your own brand, also send your commercial licence or authorisation so we can confirm you own the name.

Never send us your password, your OTP code, or your full card number. We will never ask for any of them, and no legitimate message from us ever will.

Where to send it

• Email: support@kwtsms.com, with "Abuse report" in the subject line. Attach the screenshot.
• WhatsApp: +965 9922 0322. You can send the screenshot directly in the chat.

Our support hours are Saturday to Wednesday 9:00 to 17:00 and Thursday 10:00 to 14:00. Abuse reports are picked up on the next working day. Orders and recharges are processed 24/7, but abuse reviews are done by a person, not automatically.

What happens after you report

• We confirm we received your report.
• We trace the Sender ID and message to the account that sent it.
• We check it against our Acceptable Use Policy and Kuwait regulations.
• Depending on what we find, we warn the customer, suspend the Sender ID, freeze the account, or close it permanently.
• Where the law requires it, we cooperate with the operators and the relevant authorities.

We do not share the reporter's identity with the customer being investigated.

If the message is threatening or you have lost money

Report it to us so we can stop the account, but do not stop there. Contact the Kuwait authorities, and if you shared card or bank details, call your bank immediately and freeze the card. We can close an account; we cannot reverse a payment you made to a third party.

If you just want the marketing messages to stop

That is not always an abuse case. Legitimate marketing from a company you have dealt with can usually be stopped by replying with the opt-out word shown in the message, or by contacting that company directly. If you have asked and it continues, then report it here and we will treat it as unsolicited marketing.

If you are a kwtSMS customer

Read the Acceptable Use Policy before you send. The short version: send only to people who agreed to hear from you, never impersonate another business, never send prohibited content, and keep proof of consent. Accounts that generate repeated substantiated complaints are closed, and the remaining balance on a closed abusive account is not refunded.