You sent a message, but one or more people did not get it. This article helps you find out why and what to do about it.
Step 1: Find the message
For one person:
- Click People under Management in the left-hand column and open the person's page.
- Look at the top of the page. Opted out means they texted STOP. Blocked means someone at your organization blocked the number. Messages cannot reach them in either case.
- Open the actions menu at the top right of their page and choose View Message Log.
- Find the message and look at the Delivery column. Click Details to read what happened.
For a whole message:
- Click Messages under Sending in the left-hand column.
- On the Sent tab, click Delivery log on the message.
- Under Delivery Rate, click the count of failed or unconfirmed messages to see those people.
- Click Details on any row to see the reason.
Step 2: Understand the delivery status
- Queued: the message is waiting to be sent. We release messages at a rate set by your registration, so a large send can take a while. If a message stays Queued for a long time, contact us.
- Sent: the recipient's carrier has the message, but has not provided a delivery receipt.
- Delivered: the recipient's carrier reports that the message was delivered.
- Not Delivered: the message was sent to the carrier, but it could not be delivered.
- Error: the message failed. If it never reached the carrier, it uses no credits.
Carriers do not provide delivery receipts for picture messages. For those, Sent and Delivered both mean only that the message reached the carrier.
If a message shows Sent or Delivered and the person did not get it, the phone may have been off or out of coverage, it may have been roaming, or the carrier may have had a short outage. A carrier may also report a message as delivered even when it blocked it. If none of the other causes fit, see Troubleshooting Carrier Blocking.
Step 3: Read the reason
When a message fails, MojoTxt shows the reason in plain words. Hover over or tap the status, or click Details. These are the most common:
| Reason shown | What to do |
|---|---|
| Landline Or Non-Text Line | Ask the person for a mobile number. |
| Invalid Number or Number Deactivated | Ask for their current number and update their page in People. |
| Phone Unreachable | Their phone may be off or out of coverage. Try again later. |
| Recipient Opted Out | They replied STOP. See Opting Back In After STOP. |
| Blocked By Recipient or Rejected By Phone | Ask them to check the blocking and message settings on their phone. |
| Flagged As Spam | The carrier filtered the message. See Troubleshooting Carrier Blocking. |
| Link Rejected | Do not use a public link shortener like bit.ly. |
| Number Not Registered or Registration Not Active | Your number's registration is not complete. Check Carrier Registration. |
| T-Mobile Daily Limit or Daily Limit Reached | You reached the number of messages your registration allows in a day. Contact us if this happens often. |
| AT&T Sending Limit or Sending Limit Reached | You sent faster than the carrier allows. Send again a little later, and contact us if this happens often. |
Step 4: If the problem continues
- One person: confirm you have the right mobile number and that they can get texts from other people. Then send them a message from their page in People or from Conversations. If it arrives, the first problem was likely temporary. If it does not, follow Troubleshooting Text Delivery Issues for a Specific Recipient.
- A group of people: this can be a local carrier outage. If it lasts more than a day or two, the likely cause is carrier blocking. See Troubleshooting Carrier Blocking.
Still having trouble? Email support@mojotxt.com.