After you click Send on a text message, you may see a red exclamation icon. This means the message was not delivered to the recipient’s phone number.
Note: Only the associate who sent the text message will see the Delivery Failed icon. If you are viewing a message thread where outbound messages were sent by a different associate, you will not see the delivery status icons for those messages.
If you are trying to confirm who sent a message or how it was sent (mass message, one-on-one, automated message, etc.), please reference this article: How Can I Tell Who Sent a Message? (Icons and Labels)
Common reasons a message fails to deliver
Message delivery failures can happen for a few different reasons. Some of the most common include:
The phone number was entered incorrectly
The phone number is not able to receive SMS, such as a landline
The phone number is no longer active
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The attachment was too large, if media was included
Media attachments must be 1 MB or less
What to do next
Sometimes the fix is quick, like correcting a phone number or sending a smaller attachment. Other times, the delivery failure is related to carrier responses and message error codes that require a closer review.
If you notice multiple messages failing to deliver, or you are not sure what is causing it, we recommend reaching out to our Support Team so we can review the message details and help you get back to normal messaging as quickly as possible.