---
title: "Why is my SMS campaign live but not sending any texts"
slug: "why-is-my-sms-campaign-live-but-not-sending-any-texts"
updated: 2026-10-16T00:57:10Z
published: 2026-10-16T00:57:10Z
canonical: "help.servicetitan.com/why-is-my-sms-campaign-live-but-not-sending-any-texts"
---

> ## 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.

# Why is my SMS campaign live but not sending any texts

## 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).

1. Go to the top toolbar and click **Settings**.
2. 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**.
3. 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.

1. Go to the top toolbar and click **Settings**.
2. 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**.
3. In the *Campaign* column, filter for the tracking number assigned to your SMS campaign.
4. 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:

1. Stop the affected campaign.
2. Clone the campaign, if available.
3. 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.
4. Make sure the new number is not assigned to another active campaign.
5. 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](http://go.servicetitan.com/ask) 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:

1. Make sure **Job Notifications** is selected for the phone number.
2. If your company uses Marketing Pro, make sure **Marketing Updates** is also selected.

For more, see [Configure customer profiles for marketing campaigns](/v1/docs/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:

1. Go to the top toolbar and click **Settings**.
2. In the side panel, click **Communications > Customer Notifications**.
3. Click any notification type to open it.
4. Turn on the notification toggle, then click **Save**.
5. Click the **Settings** tab for that notification.
6. In the *Exclusion Settings* section, add all business units and all job types to prevent messages from sending.
7. 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.

1. Use a number validator, such as [phonevalidator.com](https://phonevalidator.com), to check the phone line type.
2. 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](http://go.servicetitan.com/ask) 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](/v1/docs/submit-marketing-registration).
- **Marketing Pro v2:** Go to **Settings > Marketing Pro > SMS Settings**. For more, see [Manage marketing SMS settings](/v1/docs/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.

1. Go to the top toolbar and click **Settings**.
2. 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**.
3. In the *Campaign* column, filter for the tracking number assigned to your SMS campaign.
4. 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:

1. Stop the affected campaign.
2. Clone the campaign, if available.
3. Assign a tracking number that has your company's MARKETING TCR Campaign ID in the *TCR Campaign ID* column.
4. Make sure the new number is not assigned to another active campaign.
5. 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](http://go.servicetitan.com/ask) 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.

1. Clone the affected SMS marketing campaign.
2. Go to the *Select Audience* step in the cloned campaign.
3. 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:

1. Go to the top toolbar and click **Settings**.
2. In the side panel, click **Marketing Pro** > **Phone Numbers**.
3. In the *Status* column, filter for *Opted In*.

For details, see [Generate opt-in requests for marketing text messages (v1)](/v1/docs/generate-opt-in-requests-for-marketing-text-messages-mpro) and [Generate opt-in requests for marketing text messages (v2)](/v1/docs/generate-opt-in-requests-for-marketing-text-messages).

### 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:

1. Confirm the customer has a mobile phone number. SMS marketing does not recognize numbers without the **Mobile Phone** icon.
2. Make sure **Marketing Updates** is selected for that mobile number.
3. Confirm the *Marketing SMS Opt-In* field for that number is set to *Opted In*.

For details, see [Configure customer profiles for marketing campaigns](/v1/docs/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](http://go.servicetitan.com/ask) for help.

## Related content

- See [Create Marketing Campaigns using SMS](/v1/docs/create-marketing-campaigns-using-sms)
- See [Create Recurring Service Campaigns using SMS](/v1/docs/create-recurring-service-campaigns-using-sms)
- See [Understand transactional versus marketing messages](/v1/docs/understand-transactional-versus-marketing-messages)
- See [Configure customer profiles for marketing campaigns](/v1/docs/configure-customer-profiles-for-marketing-campaigns)
- See [Generate opt-in requests for marketing text messages](/v1/docs/generate-opt-in-requests-for-marketing-text-messages-mpro)
- See [Can't receive outbound text messages](/v1/docs/cant-receive-outbound-text-messages)

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

ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records.

**What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs.

**Also called:** ST Phones, Integrated phone system

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro.

**What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale.

**Also called:** CCP, Advanced Phones Pro

**Tags:** Contact Center Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

**a.k.a.** CCP

ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns.

**What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue.

**Also called:** ST Marketing, Marketing automation

**Tags:** Marketing Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)