If your SMS messages are not being delivered, here are the most common reasons and how to fix them.
Common delivery issues
- Do not disturb hours — SMS messages cannot be sent before 8:00 AM or after 9:00 PM in the recipient's local time. Your campaign will pause and resume when allowed.
- Customer replied STOP — If a customer texts STOP (or similar keywords like END, QUIT, CANCEL, UNSUBSCRIBE), they are automatically unsubscribed and will no longer receive your SMS messages. This is required by law.
- Phone number no longer active — The customer may have changed their phone number.
- Carrier spam filters — Mobile carriers may block messages if they detect spam-like patterns, such as sending too many messages in a short period.
- Not enough SMS credits — If your SMS credit balance runs out, campaigns will pause until you purchase more credits.
- SMS not enabled — Make sure SMS is enabled on your account and your TCPA compliance review has been approved.
- Network issues — Temporary cellular network problems can delay delivery. Firepush retries automatically.
How to improve delivery
- Keep your messages relevant and avoid overly promotional language
- Don't send too many campaigns in a short period
- Always include the unsubscribe option (added automatically by Firepush)
- Use the segment feature to target the right audience
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