There are times that you may send a SMS to a recipient and it is not received. This can be for a number of different reasons, and it is always best to consult our detailed reporting section to see delivery information and check the delivery status of your messages
Is the message showing as delivered?
If a SMS is showing as delivered but the end recipient has reached out and said it hasn't, this could be an issue with the receiving handset. We recommend following the handset manufacturer's instructions for restarting and power cycling the phone, as well as the connection to local carriers. If it the message is still not displaying on the handset after doing this, please reach out to our support team on firstname.lastname@example.org
Is the message showing as rejected or failed?
In the detailed reporting you can add an additional column for "Reason Description" & "Reason Code" that will provide some more insight on the specific reason for the message being rejected.
Common reasons for rejected messages are:
1. You have hit your daily SMS limit (if so, contact your Account Administrator to increase if needed)
2. The destination number is unsubscribed/opted out. Check the relevant regulatory requirements around resubscribing a recipient before doing so (you may be required to obtain a written request from a recipient to be resubscribed to your messages).
3. The message was blocked due to filtering. This could be due to using reserved words or source address in our Gateway.
Common reasons for failed messages are:
- Attempting to send to an invalid or disconnected number
- Attempting to send to a landline number
- A temporary carrier delivery issue to the handset
How you can minimise the risk of failed messages
- Make sure that your data does not include any landline numbers. If your contact data is coming from an external source such as a spreadsheet, landline numbers should stick out in a column of mobile numbers - especially if numbers are sorted in ascending or descending order.
- Ensure that your mobile numbers are all stored in the correct format. International format is recommended (e.g. +61410000000)
- If you are importing data from a spreadsheet, check that each contact number contains the correct number of digits. The easiest way to do this in Excel is to add a column next to the mobile numbers and type "=LEN" followed by the cell number of the mobile number of which you wish to count the digits:
- You can then copy this formula all the way down the column to ensure all of your mobile numbers contain the correct number of digits
- If you then sort your spreadsheet by this new column in ascending or descending order, you can quickly and easily identify any numbers with too few or too many digits
You can reach out to the support team at email@example.com for further clarification on status codes