SMS messages not being delivered
Diagnose why texts from AlwaysRespond aren't reaching customers.
Check the SMS log
Go to SMS in your dashboard. Every message sent appears here with a delivery status: Delivered, Failed, or Pending. Click any failed message to see the error code.
Has the customer opted out?
If the customer replied STOP to any of your SMS, they're permanently opted out. You'll see 'Opted out' in the log. This cannot be overridden, it's a legal requirement. Check Settings → SMS → Opt-outs for a full list.
Is the phone number correct?
A common cause of failed delivery is a wrong number. Check the customer record, sometimes numbers are captured with missing digits or wrong area codes. Correct the number and retry.
Landline numbers can't receive SMS
If you're sending to a landline, the message will fail. AlwaysRespond can't send SMS to non-mobile numbers. Check if the customer's number is a landline.
Is your SMS number active?
Go to Settings → Phone. Your SMS number should show as Active. If it shows Suspended or Inactive, contact support, your number may need to be reactivated.
Carrier filtering
Major carriers (AT&T, Verizon, T-Mobile) occasionally filter automated SMS that look like spam. If you're seeing widespread delivery failures across multiple customers, contact support, we'll help register your messaging use case to fix this.
Keep reading.
Other guides in Troubleshooting, plus every other topic in the help center.
AI not picking up my calls
6 min read
Bookings not appearing in Google Calendar
5 min read
Review requests not being sent
4 min read
Browse all topics