My text messages aren't delivered
If your text messages aren't delivered, check US message registration, whether the customer replied STOP, your account balance and how to see each message's status.
Updated
Text messages depend on your number, your customers' consent and your balance. Check these causes in order.
1. Look at the message status
- Open Conversations and go into the conversation.
- Look at the status under the message: sent, delivered or failed.
- If it failed, click the notice to see the reason.
2. Is your balance at zero?
Texts are paid from your balance. If it hits zero, they're paused; if it goes negative, we let you know so you can top up and, if it isn't settled, we may suspend your whole account until you pay. See Your credit: what uses it and how to top up.
3. Did the customer say STOP?
If someone replied STOP, they won't be texted again. This is a legal and carrier rule. See Unsubscribes, STOP and customer consent.
4. Is US message registration missing?
In the US, carriers require your business to be registered to send texts. While approval is pending, some messages may not be delivered. You submit the registration from "My first day" (the "Register your text messages in the US" step), and the answer can take several days. See SMS: your sending number and US registration.
5. Check the number and the text
- The customer's number must be complete, with country code and no letters.
- It must not be a landline: landlines can't receive texts.
- Avoid odd shortened links and texts with lots of capitals or exclamation marks: carriers block them.
Try sending the same message to your own phone. If you receive it, the problem is the customer's number.
If nothing works
Write to us with the contact's name, the date and the error you see, at support@neuroaistudio.com.