Problem
Your SMS campaign shows the Live status in ServiceTitan, but the campaign is reporting zero texts sent, or a specific customer in the audience hasn't received the text message. This can happen with transactional SMS campaigns (such as Recurring Service or Unsold Estimates reminders) or with SMS Marketing campaigns. The root causes are different for each type, so follow the section below that matches your campaign.
Troubleshoot a transactional SMS campaign
Use these steps when the issue affects a transactional SMS campaign, such as a Recurring Service or Unsold Estimates reminder.
Step 1: Confirm your transactional texting registration is complete
You can only send transactional SMS campaigns if your business is registered for transactional texting with The Campaign Registry (TCR).
Go to the top toolbar and click Settings.
In the side panel, click Phones > TCR Brand Management.
Note: Depending on your setup, you might need to click Phones Pro or Contact Center Pro instead of Phones.In the Campaigns section, confirm the MIXED TCR campaign shows a green Verified status.
If your registration is not verified, the SMS campaign shows as Live but doesn’t send texts until it's approved.
Note: The Marketing Registration screen is a separate registration and does not apply to transactional SMS campaigns. Transactional (MIXED) TCR registration applies to transactional outbound texts, such as job notifications. Marketing (MARKETING) TCR registration only applies to marketing SMS campaigns.
Step 2: Check that the campaign's tracking number can send transactional texts
Each transactional SMS campaign needs a tracking number that's TCR-approved for transactional texting.
Go to the top toolbar and click Settings.
In the side panel, click Phones > Phone Numbers.
Note: Depending on your setup, you might need to click Phones Pro or Contact Center Pro instead of Phones.In the Campaign column, filter for the tracking number assigned to your SMS campaign.
In the TCR Campaign ID column, confirm your company's MIXED TCR Campaign ID matches the ID on the TCR Brand Management screen.
If the TCR Campaign ID column is empty, the number is not registered for outbound texting, and your campaign cannot send messages. To resolve this:
Stop the affected campaign.
Clone the campaign, if available.
Assign a tracking number that has your company's MIXED TCR Campaign ID in the TCR Campaign ID column. We recommend using a number that successfully sent texts in the past.
Make sure the new number is not assigned to another active campaign.
Launch the cloned campaign and monitor the Sent count.
Note: Each ServiceTitan account has a limit on the number of tracking numbers you can register for transactional texting with TCR. If your campaign uses a new tracking number but your account reached this limit, the number might not send messages. Contact Technical Support to check or resolve limit issues.
Step 3: Check the affected customer's contact methods
If a customer in your audience is not getting texts, open their customer profile and view the phone number in the Contact Methods section:
Make sure Job Notifications is selected for the phone number.
If your company uses Marketing Pro, make sure Marketing Updates is also selected.
For more, see Configure customer profiles for marketing campaigns.
Resolve missing Job Notifications option
If all customer notifications in your account are turned off, ServiceTitan hides the Job Notifications option on customer profiles. To make this option visible:
Go to the top toolbar and click Settings.
In the side panel, click Communications > Customer Notifications.
Click any notification type to open it.
Turn on the notification toggle, then click Save.
Click the Settings tab for that notification.
In the Exclusion Settings section, add all business units and all job types to prevent messages from sending.
Click Save.
The Job Notifications option is now visible in the contact methods on customer profiles. You can select it for any customer who needs to get transactional SMS campaign texts.
Step 4: Confirm the customer's number is mobile, not landline
Landline numbers cannot get text messages.
Use a number validator, such as phonevalidator.com, to check the phone line type.
If the Phone Line Type field shows Landline, replace the number on the customer profile with a valid mobile number.
Step 5: Contact Technical Support
If these steps do not resolve the issue, your account configuration might need an update. Contact Technical Support for help.
Troubleshoot an SMS Marketing campaign
Use these steps when the issue affects an SMS Marketing campaign.
Step 1: Confirm your SMS marketing registration is complete
SMS marketing campaigns require a separate marketing-specific registration with The Campaign Registry (TCR). Check your registration status based on your version of ServiceTitan Marketing Pro:
Marketing Pro v1: Go to Settings > Your Account > Marketing Registration. For more, see Submit marketing registration.
Marketing Pro v2: Go to Settings > Marketing Pro > SMS Settings. For more, see Manage marketing SMS settings.
If your marketing TCR registration is not approved, the campaign shows as Live but does not send texts until it is approved.
Step 2: Check that the campaign's tracking number can send marketing texts
Each marketing SMS campaign needs a tracking number approved by TCR for marketing texting.
Go to the top toolbar and click Settings.
In the side panel, click Phones > Phone Numbers.
Note: Depending on your setup, you might need to click Phones Pro or Contact Center Pro instead of Phones.In the Campaign column, filter for the tracking number assigned to your SMS campaign.
In the TCR Campaign ID column, confirm your company's MARKETING TCR Campaign ID matches the ID on the TCR Brand Management screen.
If the TCR Campaign ID column is empty, the number is not registered for outbound texting, and your campaign cannot send messages. To resolve this:
Stop the affected campaign.
Clone the campaign, if available.
Assign a tracking number that has your company's MARKETING TCR Campaign ID in the TCR Campaign ID column.
Make sure the new number is not assigned to another active campaign.
Launch the cloned campaign and monitor the Sent count.
Note: Each ServiceTitan account has a limit on the number of tracking numbers you can register for marketing texting with TCR. If your campaign uses a new tracking number but your account reached this limit, the number might not send messages. Contact Technical Support to check or resolve limit issues.
Step 3: Check the audience's Potential Reach
SMS marketing campaigns only send to customers who have a written record of opting in to marketing texts. To meet compliance requirements, ServiceTitan automatically filters out customers without an opt-in record.
Clone the affected SMS marketing campaign.
Go to the Select Audience step in the cloned campaign.
Review the Potential Reach count.
If the Potential Reach count is zero, no one in your audience has an SMS marketing opt-in record on file. If the Potential Reach is lower than expected, your opt-in coverage is incomplete.
View opted-in customers
To see which customers already opted in for SMS marketing:
Go to the top toolbar and click Settings.
In the side panel, click Marketing Pro > Phone Numbers.
In the Status column, filter for Opted In.
For details, see Generate opt-in requests for marketing text messages (v1) and Generate opt-in requests for marketing text messages (v2).
Step 4: Check the affected customer's contact methods and opt-in status
If a customer in your audience is not getting marketing texts, open their customer profile and verify the following details:
Confirm the customer has a mobile phone number. SMS marketing does not recognize numbers without the Mobile Phone icon.
Make sure Marketing Updates is selected for that mobile number.
Confirm the Marketing SMS Opt-In field for that number is set to Opted In.
For details, see Configure customer profiles for marketing campaigns.
Step 5: Contact Technical Support
If the steps above don't resolve the issue, the problem might involve your account configuration or telecom provisioning. Contact Technical Support for help.