How to Resolve Text Messages Not Being Delivered

Problem

Text messages are not being delivered to customers.

Solution

10DLC text messaging
Carriers (like ATT, Verizon) are attempting to reduce spam and increase reliability and throughput involved with text messaging. It's possible that even those who are registered with The Campaign Registry (TCR), may still experience blocks if the content being sent does not match the campaign registered in TCR, if there's no opt-out language, or if there's a high count of spam complaints. See TCR campaign guidelines and requirements for more.

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.

If you already have been registered with the TCR and are experiencing delivery errors, please check the following:

1. Make sure your Customer Notification text messages have 'stop' language included in your templates. These can be found in Settings > Customer Notifications. Example: 'Reply STOP to stop receiving messages.'

2. Make sure you're not texting a landline.

3. Avoid using URL shorteners to send links to your customers.        

   1. Common disallowed URL shorteners include:                

      1. bc.vc

      2. bit.ly

      3. budurl.com

      4. clicky.me

      5. goo.gl (Google Drive links are also disallowed)

      6. Is.gd

      7. lc.chat

      8. s2r.co

      9. soo.gd

      10. tiny.cc

      11. tinyurl.com

   2. If using a URL shortener, the messaging industry strongly recommends using a proprietary one. The URL shortener should be unique to each business to make it absolutely clear to consumers what the content is and where they're being directed to.

If you continue to have issues after making these changes, please reach out to Technical Support with examples of undelivered messages.