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.

To help provide a foundation in understanding why SMS messages are not always received by your audience, it's helpful to review the route your text message takes before being delivered to your audience. Text-Em-All sends your text message to your audience's respective carrier (AT&T, Verizon, T-Mobile) and they then have the responsibility to deliver it to your audience's handset. 

With that information in mind, let's take a look at the most common reasons your audience may not receive your text message.

  • 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.
      • Use of links.
  • Invalid Numbers
    • Numbers that are included in your text broadcast that are invalid will not be completed and displayed accordingly in the broadcast details of your completed text broadcast.
  • 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

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us