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My contact(s) are not getting my messages
My contact(s) are not getting my messages
Updated over a week ago

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

In your account, if you see a red alert when you first sign in on your dashboard page, chances are, your number is not registered.

This alert has been live in accounts for over a year, and you can read all about why you have to register to send messages in our blog post from February.

Follow the prompts and register your number right away and be very thorough in your responses.

Please note: Full approval by the mobile carriers will take 2 - 4 weeks as they need to catch up due to the high volume of requests. You may see message filtering or non-delivery, mainly with AT&T and T-Mobile during that time. This is outside our control, and we can not expedite this process, but it should be getting faster soon.

2. An issue with a particular phone

  • Poor Connection - Mobile phones can lose their connection or have a really weak connection. 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 they may not be ok with being on their network.

Are you following best practices?

Be sure you're following all of the best practices for text messing. 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 deliver correctly.

Check our status page for any current alerts.

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