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 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
  • The destination phone number is located in a country where the Text number does not support SMS long code international messaging. For example, Zendesk US text numbers are unable to send SMS messages to UK numbers. For more information, see Twilio's SMS guidelines.

If SMS messages are still failing to send or if you need your US/CA toll-free numbers verified, contact Zendesk Customer Support with the ticket ID where the SMS message failed.

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