Troubleshooting SMS delivery issues

If your SMS messages are not being delivered, here are the most common reasons and how to fix them.

Common delivery issues

1. 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.
2. 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.
3. Phone number no longer active — The customer may have changed their phone number.
4. Carrier spam filters — Mobile carriers may block messages if they detect spam-like patterns, such as sending too many messages in a short period.
5. Not enough SMS credits — If your SMS credit balance runs out, campaigns will pause until you purchase more credits.
6. SMS not enabled — Make sure SMS is enabled on your account and your TCPA compliance review has been approved.
7. 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