--- title: "Can't receive outbound text messages" slug: "can-t-receive-outbound-text-messages" updated: 2026-10-15T01:07:49Z published: 2026-10-15T01:07:49Z canonical: "help.servicetitan.com/can-t-receive-outbound-text-messages" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Can't receive outbound text messages ## Problem The problem is that users aren't receiving outbound text messages. ## Solution To solve the issue, try these troubleshooting steps: - **If the issue is affecting only one text message or text messages to a specific number**: - [Check the customer notification setup](/construction/docs/can-t-receive-outbound-text-messages#check-the-customer-notifications-setup) - [Check for accidental opt-out](/construction/docs/can-t-receive-outbound-text-messages#check-the-accidental-optout) - [Rule out Landlines](/construction/docs/can-t-receive-outbound-text-messages#rule-out-landlines) - **If the issue is affecting ALL outbound texts**: - [Confirm brand registration status and messaging configuration setup](/construction/docs/can-t-receive-outbound-text-messages#confirm-brand-registration-status-and-messaging-configuration-setup) - [Check the company's phone number setup](/construction/docs/can-t-receive-outbound-text-messages#check-the-phone-number-setup) - [Change or Create Outbound SMS and Outbound MMS tracking numbers](/construction/docs/can-t-receive-outbound-text-messages#change-or-create-outbound-sms-and-outbound-mms-tracking-numbers) ### Check the customer notifications setup Check whether or not the customer notification setup is correct. To do that: 1. In ServiceTitan, go to the navigation bar and click **Settings**. 2. Go to **Customer Communications > Customer Notifications**. ![Customer Notifications section in Settings](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-1qa8jf18.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 3. Click the customer notification in question. Make sure: 1. Text notifications are enabled. 2. The message template does not have short links, for example bit.ly. **Texts with URL shortener links are likely to be flagged as spam by mobile carriers.** 3. The message template doesn't exceed 1500 characters. 4. Go to the *Settings* tab and check the *Arrival Window*, *Exclusion Settings*, *Booking Confirmation Checkbox Mode* sections to understand whether or not these settings are the reason that the user didn't receive the notification. ![In the Settings tab, check the Arrival Window, Exclusion Settings, Booking Confirmation Checkbox Mode sections](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-lls8o0bn.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) ### Check the accidental opt-out Trigger words, for example, *stop* or *cancel*, automatically opt the recipient out from that tracking number. To check whether or not accidental opt-out is the reason that the user didn't receive text messages: 1. In ServiceTitan, go to the navigation bar and click **Search**. 2. From the *Search* dropdown, select **SMS**. ![From the Search dropdown, select SMS](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-8x70yu5v.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 3. In the *From* field, enter the recipient's number. ![In the From field, enter the recipient's number](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-a6bewcga.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 4. In the *Message* field, enter the word *stop*. > [!NOTE] > **Note:** You can also search for the word *cancel*. ![The message field in SMS Search](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-mzxs9963.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 5. Run the search. Another way to check whether or not accidental opt-out is the reason that the user didn't receive text messages is the following: 1. In ServiceTitan, go to the navigation bar and click **Search**. 2. From the *Search* dropdown, select **SMS**. 3. In the *To* field, enter the recipient's number. ![The To field in SMS Search](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-wbfohi2d.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 4. In the *Message* field, enter *You successfully opted out*. 5. Run the search. 6. If there's the *You successfully opted out* text in the *Search* results, this indicates the user texted a stop trigger to opt-out of receiving texts from the company's number. To opt back in to receive texts from the company's tracking number, have the recipient text back an opt-in trigger such as start, restart, or enroll to the same tracking number. ### Rule out Landlines Landline phone numbers can't receive text messages, but sometimes companies save landline phone numbers instead of mobile numbers for the customer contact. Use an online phone validator to check whether or not the recipient's number is a landline number. To do that: 1. Go to [https://www.phonevalidator.com/](https://www.phonevalidator.com/). 2. Enter the customer's number. 3. Select *I'm not a robot.* 4. Click **Search**. 5. On the *Results* page, check the *Phone Line Type* field. If the Phone Line Type is *Landline*, that means the phone number cannot receive text messages. If you want to send text messages to this customer, you should change the landline number to a mobile number in the Customer or Location profile. ![Phone Validator UI](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-uddijsut.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) ### Confirm brand registration status and messaging configuration setup If no outbound texts have been sent since successfully registering for texting with The Campaign Registry (TCR), check if there are any tracking numbers in the ServiceTitan Phone Number Settings. Prior to the new TCR regulations, companies were able to send outbound texts from their ServiceTitan even if they had zero tracking numbers in their account. However, the new TCR regulations have made that option obsolete. This means companies will need to have at least one tracking number in ServiceTitan that's set as their Outbound SMS before they can send outbound texts. See [TCR campaign guidelines and requirements](/construction/docs/tcr-campaign-guidelines-and-requirements) for more. > [!NOTE] > **Note:** The submission process for TCR for A2P 10DLC messaging only takes a few minutes. You'll get confirmation of a successful submission right away, but the vetting process takes 7-10 business days. 1. Go to **Settings > Your Account > Register for Texting** and confirm that the texting registration is complete - there'll be a green *Your business completed the registration process!* message on the *Register to Enable Text Messaging* page. ![Green Your business completed the registration process! message on the Register to Enable Text Messaging page](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-jt7li7ij.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 2. Next, go to **Settings > Phones > Phone Numbers** to view the tracking number page. 3. If there are no tracking numbers on the *Phone Numbers* Settings page, then either create a new tracking number and set it as the Outbound SMS, or port an existing number into their ServiceTitan account. See [Port existing phone numbers](/construction/docs/set-up-phone-integration-1) for more information on the porting process. 4. If there are already tracking numbers on the *Phone Numbers* Settings page, move on to the next troubleshooting section. ### Check the phone number setup Check whether or not your company's phone numbers are set up correctly. To do that: 1. In ServiceTitan, go to the navigation bar and click **Settings.** 2. Go to **Phones > Phone Numbers**. ![Phone numbers section in Phone Settings](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-yzb6b311.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 3. Check both the *Outbound SMS* and *Outbound MMS* numbers in the *Phone Number* list. ![Outbound SMS and Outbound MMS numbers in the Phone Number list](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-doktmfpx.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 4. Check the *Toll-Free* column for both numbers. > [!NOTE] > **Note:** The *Outbound SMS* number can be either *Toll-Free* or *Local*, but the *Outbound MMS* number should be *Local* because MMS messages contain media, for example, the technician's photos. If the *Outbound MMS number* is a *Toll-Free*, you should change it to a *Local Number*. To do that: 1. In the *Outbound MMS* field, enter a proper local tracking number. 2. When you're done, click **Save**. > [!NOTE] > **Note:** If the above troubleshooting workflows don't solve the issue and the issue affects all outbound texts, you can change the Outbound SMS and Outbound MMS numbers to another unused tracking number, or create a new one as a **temporary solution.** Reach out to the Support Team to investigate and potentially remove any spam blocks on your original Outbound SMS number. ### Change or Create Outbound SMS and Outbound MMS tracking numbers To change the *Outbound SMS* and *Outbound MMS* numbers to another unused tracking number: 1. In ServiceTitan, go to the navigation bar and click **Settings.** 2. Go to **Phones > Phone Numbers**. 3. Click the *Outbound SMS* and *Outbound MMS* fields. 4. Enter a tracking number that is not used. 5. When you're done, click **Save**. To create a new tracking number: 1. In ServiceTitan, go to the navigation bar and click **Settings**. 2. Go to **Phones > Phone Numbers**. 3. In the *Phone Numbers* page, click **Add New Number**. ![In the Phone Numbers page, click Add New Number](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-f39l3xys.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 4. Select the criteria: 1. *Local Number* 2. *Toll-Free Number* ![Select the Local Number tab when adding a new phone number](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-hqe81nyb.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 5. Enter the number. 6. Click **Search Numbers**. ![In the Add New number pop-up, click Search](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-z4hg06t3.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 7. Select the number that you want. 8. Click **Choose Number**. ![Select a number from the list and click Choose Number](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-receive-outbound-text-messages-image-riteuyod.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A56Z&se=2026-10-31T01%3A42%3A56Z&sr=c&sp=r&sig=x7Zfb1Oy9TaOsJlu8JOYpeJsY9ATYz9Po1QsdNLIowc%3D) 9. Enter the newly created number in the *Outbound SMS* and *Outbound MMS* fields and save changes. If you continue to have issues after making these changes, please reach out to [Technical Support](http://go.servicetitan.com/ask) for further assistance. ### Related Content - [Overview: Customer Notifications](/construction/docs/overview-customer-notifications) - [Set up and enable Chat](/construction/docs/set-up-and-enable-chat) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns The time range communicated to a customer for when a technician will arrive. **What it does:** Sets customer expectations proactively, reducing 'where's my tech?' calls and improving satisfaction scores. **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A regular 10-digit phone number approved for business texting (vs. toll-free). **What it does:** Enables compliant SMS messaging to customers using a standard local number, improving deliverability and trust. **Also called:** Standard business number approved for texting **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)