Understanding Potential Text Delivery Issues

With SMS messaging you've likely experienced instances where a text you've sent to a friend or family member was never received or vice-versa. Text-Em-All sends your text message to your contacts' carrier (AT&T, Verizon, T-Mobile) and they then have the responsibility to deliver it to your contacts' phone. 

Common reasons text messages are not received

  • Carrier Filtering

    • Mobile carriers have filters in place regarding automated text messages to prevent spam messages from being sent. Here are a few filters that can result in blocking your text messages:
      • Identical content sent in multiple text broadcasts (changing up the messaging a bit shows the carriers that you are not sending out SPAM).
      • Use of all caps, special characters, and excessive punctuation (THANKS, ASAP, @, %, !!!, ???)
      • Listing an email address in the text.
      • Use of too many numbers or dates and listing a phone number in the text that is different from the number that sent the message.
      • Use of links.
  • Invalid Numbers

    • These may not be working numbers. Invalid numbers are included in your broadcast details results page.
  • Delivery Issues

    • Mobile devices are constantly updating for improvement and depending on where the mobile device is and the amount of coverage it is able to obtain, text messages can have issues being delivered.
      • Devices could be roaming or in and out of coverage.
      • The device could be performing an update and unable to receive the message.
      • Carriers could be experiencing an outage in a specific area.
      • Carriers can experience a delay in delivery so the message shows up later than originally sent. 
    • Avoid concatenation usage with campaigns running on the Sprint network.
    • Limit the character count of each message to 160 whenever possible to ensure that the message will not be broken into multiple segments that risk arriving out of order or incomplete.

Please note: If you are sending text messages to phone numbers registered to Canada, there are some additional things to keep in mind that affect text delivery. Read here to learn more. 

If you are receiving reports of anyone in your audience not receiving your text, please let us know! Our Customer Experience team is happy to help research further and can be reached at 877-226-3080 or support@text-em-all.com

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