Troubleshoot texts that weren't delivered
Every reason a text or WhatsApp message is refused or doesn't arrive, in the words the app uses, and what to do about each.
A text can be stopped in two places: by the app before it goes, with a message on screen, or by the phone network after it has gone, in which case it shows as failed. Start by finding which.
Before you start
- Note the exact message you saw, or open the conversation and read the status under your text: queued, sent, delivered or failed.
Steps
- If a message appeared when you pressed Send, find it in the list below.
- If the text shows "failed", open Settings › Channels, press Manage on the SMS row and read the Numbers tab. The last failed text is described there with the network's reason.
- For a pattern of failures, open the Analytics tab and check Did not arrive and the day-by-day chart.
- For a list send, open Marketing › SMS and hover over the Failed figure to see the reasons and how many of each.
What happens next
The app checks every text in the same order before it leaves: the person hasn't opted out; for WhatsApp, the 24-hour window; for US numbers, your registration; that list texting isn't paused; the Texas rule, if you switched it on; your daily sending limit; and your balance. A text refused at any step is not sent and not charged.
Troubleshooting
"No phone number yet. Get one under Settings, Texting." Buy a number on the Numbers tab.
"That is not a phone number we can text" The contact's number is incomplete or in an odd format. Correct it on their record, with the country code.
"This contact opted out of texts." They texted STOP. Nothing can be sent until they text START.
"Texts to US numbers are not switched on yet…" or "This number is not registered for US texting yet…" Finish your US texting registration on the Registration tab. Texts go out once it is approved.
"Texts to US numbers are paused while your number is being set up." Your number isn't fully set up on your account yet, for example straight after a number was moved between accounts. Replies to people who text you still go out. If it lasts, contact support.
"Bulk texts are paused for 24 hours…" Too many opt-outs or failures. See the Restrictions tab, and send only to people who agreed to hear from you.
"This number is in Texas…" Your Texas rule refused a list text. Untick it on the Compliance tab if you don't need it.
"You have reached today's texting limit of … messages." Your number's daily limit is used up. It frees up over the next 24 hours.
"Your balance is empty. Top up under Billing & wallet to send texts." Add credit under Settings › Billing & wallet.
"WhatsApp only allows a free message within 24 hours of their last message to you…" Send an approved template, or use text or email.
"Sending is paused across the platform for a moment. Try again shortly." Sending is briefly paused for everyone. Try again in a few minutes.
The text shows "delivered" but they say they didn't get it. It reached their phone network. Ask them to check blocked or filtered messages, and that you have the right number.
Related
Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.