Why Didn’t My Message Send?

At times, a message may fail to send or be delivered to a contact. In such instances, you can investigate the precise cause by reviewing the message log.

These logs can be accessed directly on the platform by selecting the red document icon next to the relevant message within the contact’s history.

The log displays whether the message was successfully dispatched by TextIt and forwarded to the aggregator, carrier, or social media platform. It also indicates if the provider sent a callback to report on the message’s final status—whether it was sent and delivered.

Failed Messages

The message log provides the following key details:

1. The intended message recipient.

2. The direction of the message (inbound or outbound).

3. The date and time of the sending attempt.

4. The message status. In the example shown, Twilio has returned the message with an ‘Error’ status.

5. Finally, the box at the bottom shows that Twilio, the channel used, sent a callback to TextIt reporting a delivery failure, along with a specific error code for reference.

If the log confirms the message was sent by TextIt but not received by the contact, the issue most likely originates with the aggregator, carrier, or social media application. Please contact the respective provider directly and share the logs obtained from TextIt to assist them in diagnosing the problem.

Common Errors

Frequent causes of delivery failure include incorrect telephone number formatting, such as omitting a country code, or attempting to message a landline. For Twilio channels, the most prevalent error involves using a trial number instead of a purchased number. A comprehensive list of Twilio error codes is available here.

You can also review all failed messages by navigating to the ‘Failed’ folder within the ‘Messages’ tab:

Clicking the document icon beside a message in this folder will direct you to either the channel’s error description or the profile of the intended contact, based on the channel’s status. Please include a link to this error or contact profile when submitting a support request.

For a more detailed guide on troubleshooting delivery errors, please consult this article.