We constantly monitor our sending and delivery rates to mobile carriers to provide our customers with the absolute best delivery.
Common Reasons
Here are some common reasons why messages might not be delivered to your contacts.
1. Your Mozeo number is NOT registered or fully approved
If you see a red alert when you first sign in on your dashboard page, chances are that your number is not registered or fully approved. You can also check under SETTINGS > TRUST HUB.
All numbers must be fully approved by the mobile carriers, or messages will not be sent.
This alert has been live in accounts for 2 years, and you can read all about why you have to register to send messages in our blog post from February.
Follow the prompts, register your number right away, and be very thorough in your responses.
Please note: Full approval by the mobile carriers will take 1 - 3 weeks. You cannot send text messages until you are fully approved. This is outside our control, and we cannot expedite this process.
2. An issue with a particular phone
Poor Connection - Mobile phones can lose their connection or experience a weak signal. Also, sometimes the carrier can't reach the phone to deliver the message - even after we automatically retry a few times. Think of a subway in NYC.
Account Issue - There could be an issue with the contact's account, or their phone could be temporarily suspended for a particular reason.
Number Block - Most carriers and handsets today allow consumers to block getting messages from any number. If this is the case, they may not get your message. Also, if a contact has opted out, they will not get your message. Lastly, if the contact was previously deleted and then added back, they may not get your message.
3. Message content being flagged
The mobile carriers check for specific content that may not be acceptable on their network.
Are you following best practices?
Be sure you're following all of the best practices for text messaging. You can dive into this topic here.
Are you using a shortened URL from a third-party provider?
Sometimes, mobile carriers flag messages with links from popular providers due to the increased chance of spam. Try sending the message again with the full URL in the message instead.
Are you violating our acceptable use policy and sending content that is not allowed?
Carrier outage
From time to time, a carrier may have an outage, causing messages not to be delivered correctly.
Check our status page for any current alerts.