Troubleshooting Delivery Errors
This guide is designed to assist you in diagnosing and resolving SMS message delivery failures. The potential causes vary depending on the specific channel in use.
Twilio Channels
When a message fails to send through a Twilio channel, the issue may correspond to one of these specific sending errors.
Note: In the vast majority of cases, delivery problems with a Twilio account are due to the use of a TRIAL NUMBER. Trial numbers are incapable of sending or receiving messages with real contacts; a paid, dedicated number must be connected and used.
To examine your error and sending logs, access your settings and select your Twilio channel:
Next, click either the number you see under “Recent Errors”
You can use your sending log to isolate the issue and make the necessary adjustments. In the log pictured below, a trial Twilio number has been connected and then sent messages to a contact whom they hadn’t verified through their Twilio account.
Please include links to errors when sending us a support request
Alternatively, you can send us a link to the profile of the contact to whom the failed messages were sent:
Other Channels
Failed Messages
The first step in tracking down failed messages is to navigate to the messages tab and flick the “Failed” folder:
Clicking the red “Failed” icon to the right of the messages will either take you to the channel error description or the profile of the contact to which the message was sent, depending on the status of the channel you used to communicate with them. Please include a link to the error or contact profile in your support request.
Flow Issues
If you suspect a workflow isn’t behaving as expected, select “Results” from the ☰ menu icon located in the flow editor to bring up the most recent runs your contacts have made:
