When the phone carrier refuses a text you sent, the Inbox no longer shows the usual sent tick. It shows a red Not delivered line under the message with a short reason. This article explains each reason and what to try.
What you'll see
Under the message bubble, on the right, a red line reads Not delivered followed by a reason, for example "Not delivered · Invalid phone number". Hover over it to see the carrier's error number when there is one. If SalesThumb doesn't have a specific reason, it says "The carrier didn't deliver this message".
The line appears for texts the carrier marked as failed or undelivered. It does not appear for a text that is still on its way.
The reasons and what to try
Fix the customer's number
- Invalid phone number, Not a mobile number, Unknown or inactive number, Number unreachable, Landline or can't receive texts: check the number on the customer's page. A landline can't receive texts. Try a call or an email.
- Customer unsubscribed (replied STOP): don't text them. They have to text START to your number first.
- Blocked by the recipient: they've blocked your number. Call or email.
Fix your texting setup
- Texting account suspended, Carrier requires sender registration, Texting number not registered (A2P 10DLC), Toll-free number not verified: open Settings → Texting and finish or fix your registration. See Texting from your own business number.
- Texting not enabled for this region: your number can't text that area.
Wait and try again
- Carrier queue full — try again later and Carrier network busy — try again later: send it again in a little while.
Change the message or the pace
- Blocked by carrier as spam: reword the message. Avoid anything that looks like a blast.
- Message too long for the carrier: shorten it.
- Sending too fast for your texting registration and Daily texting limit reached: slow down and try later.
- Carrier error — unknown cause: try once more. If it keeps happening, check your delivery rates.
Check the bigger picture
One failed text is usually a bad number. Many failed texts in a row point to your setup. Open Messages → Deliverability to see your delivery and failure rates. See Reading the texting Deliverability page and Customer texts not sending - troubleshooting.
Things to know
- A text that is saved is not always delivered. Shops in Test Drive show "Test mode - messages to customers aren't delivered".
- This line is for texts. A reply on Messenger, Instagram or WhatsApp that Meta refuses gives you an error message when you send. See Replying on Messenger, Instagram and WhatsApp.
Related
- Customer texts not sending — troubleshooting
- Reading the texting Deliverability page
- Texting from your own business number
Frequently asked questions
Q: Does Not delivered mean the customer opted out?
A: Only if the reason says "Customer unsubscribed (replied STOP)". Most other reasons are about the number, the carrier or your texting setup.
Q: Will SalesThumb resend a message marked Not delivered?
A: No. The message stays in the conversation as it was. Fix the cause, then send a new message.
Q: What does a carrier error number mean?
A: It is the code the carrier returned. The reason text next to it is the plain-English version, so you rarely need the number. Support can use it.
Q: Why is there no reason, just The carrier didn't deliver this message?
A: The carrier gave no code SalesThumb recognizes. Check the customer's number and your Deliverability page, then try again.
Q: Where do I see how many of my texts fail?
A: Messages → Deliverability shows your delivery and failure rates.