Question
Scenario A
I receive one of the error messages below when I send an outbound Text message.
- We couldn't deliver this message
- We couldn't send the message
Scenario B
When I review the message details in my Text history, the status of my message is either Undelivered or Failed:
Why are my SMS messages failing?
Answer
There are multiple reasons why an SMS message can fail. Some common reasons why SMS messages may be failing to send:
- The destination handset is unreachable.
- The destination phone number does not support Text.
- The SMS message exceeds the 160 character limit.
- The end user sent an opt-out code to one of your messages. For more information on opt-outs, see the article: About opt-out keywords for Zendesk Text
If SMS messages are still failing to send and the reason is not covered in the common reasons for SMS failures, contact the support team with the ticket ID where the SMS message failed.
4 Comments
This is an issue we have been dealing with and have limited the characters and even called and asked customers if they have "unsubscribed" and have not found any evidence of either of these options to cause this failure. Still trying to figure out why they aren't going through? Perhaps a volume issue?
Hi Virginia,
The above are the common reasons messages can run into issues. I have opened ticket so we can go into more detail on what is happening in your account and we can look more specifically into the issues your customers are facing.
Carl McDowell - hello! any updates on this issue Carl? We're running into the same problem.
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This comment has been edited by the Zendesk Community Team to remove an image that contained personally-identifying information.
Sorry to hear you're experiencing issues with SMS messages failing to send. It may be better to reach out to our Customer Care team via Messaging so we can troubleshoot this there. Most likely we will need to look at account specific information to find a solution here so we want to make sure we handle this sort of request privately. More information on how to reach out to our team here: Contacting Zendesk Customer Support
Let me know if you run into any issues contacting our team.
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