Texts aren't delivering

First, read the status

Every text you send shows a status:

• Sent: we handed it to the carrier. It hasn't been confirmed yet.
• Delivered: the carrier confirmed it reached the phone.
• Failed: the carrier refused it or couldn't deliver it.

If a text was refused before it was even sent, the composer shows why. Work through the checks below.

1. Is your business registered for texting?

US carriers block or filter business texts from numbers that aren't registered. Open Settings → Messaging / SMS and look at the status at the top:

• Brand not registered: start registration. See Set up text messaging.
• Your campaign is saved as a draft: review it and submit it in step 2.
• Campaign is under carrier review: wait. Clean submissions are usually approved in 24–72 hours.
• Rejected: the status explains why and how to fix it. Fix it and use Edit & re-vet. Never register a second brand.
• Campaign is live with the carriers: registration is fine. Go to step 2.

2. Is the number on your campaign?

Registration covers only the numbers assigned to your campaign. In Settings → Messaging / SMS, check the Numbers step lists the number you're texting from.

A newly assigned number can take 24–72 hours to work with every carrier. Texts in that window may fail.

3. Did the person opt out?

If someone texted STOP to your number, you can't text them until they text START. This is the law, and the block is automatic. See Opt-outs and consent.

4. Can that phone get texts?

• Landlines can't receive texts. Check it's a mobile number.
• Pictures (MMS) don't work on every number. Check the number's details on Phone numbers.

5. Health information?

If your business handles protected health information, texts must match an approved template. A text that doesn't is refused. See HIPAA and health information.

Replies don't show up

Replies go wherever that number's texts are routed, which may not be your phone. See Where texts go. A conversation you can't see is usually routed to someone else's extension or a shared inbox you aren't in.

Still failing?

Contact support with the number you sent from, the number you sent to, the time, and any reason shown with the failed text.

Or press Get help (the ? in the console's top bar). It searches help first, then sends us your request with the page you're on. Follow our reply under My support tickets in your avatar menu.