Troubleshoot a text that did not arrive
Work through the sender, permission, balance and delivery status.
RepairHQ team2 min read
Check the delivery evidence
- Open the message’s delivery details for the original location and customer. Note the status and any provider error.
- Verify the destination number and recorded SMS permission. Check for an opt-out or blocked recipient.
- Review the location’s sender and registration status in API & integrations / Connected systems.
- For managed texting, check active service and available segment credits. For your own provider account, check its status and limits.
Avoid duplicate retries
Provider acceptance is not the same as confirmed delivery. An unknown response can still become a delivered message later.
Resolve the displayed issue before retrying. When contacting support, include the message reference, location and time, but leave out credentials and unnecessary customer message contents.