Why do my SMS messages fail to send?

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  • Virginia Buechel

    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?

  • Carl McDowell
    Zendesk Customer Care

    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.

  • Trevor Foley

    Carl McDowell - hello! any updates on this issue Carl? We're running into the same problem.


    This comment has been edited by the Zendesk Community Team to remove an image that contained personally-identifying information.

  • Brett Bowser
    Zendesk Community Manager
    Hey Trevor, 
    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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