Skip to main content

Message Delivery Issues

Messages not delivering? Follow this troubleshooting guide to identify and fix the problem.

Check Delivery Status

View Message Status

  1. Go Inbox or Campaigns
  2. Click on the message
  3. See status:
    • Queued — Waiting to send
    • Sent — Sent to carrier
    • Delivered — Delivered to phone
    • Read — Message read
    • Failed — Delivery failed

View Failure Reason

Click on a failed message to see:

  • Error code — Why did it fail?
  • Error message — Detailed explanation
  • Timestamp — When did it fail?

Common Issues

Invalid Phone Number

Error: "Invalid phone number format"

Solution:

  • Phone must be in E.164 format: +919876543210
  • Include country code (+91 for India)
  • No spaces, dashes, or parentheses

Example:

❌ Wrong: 9876543210
❌ Wrong: 91-9876543210
✓ Correct: +919876543210

Channel Not Connected

Error: "Channel is not connected"

Solution:

  1. Go Settings → Channels
  2. Check if channel is connected
  3. If not, follow setup instructions for that channel
  4. Test the connection

DND Number

Error: "Number is on DND list"

Solution:

  • The number is on the Do Not Disturb list
  • You cannot send SMS to DND numbers
  • Check if the contact has opted out
  • Get explicit consent before sending

DLT Template Not Approved

Error: "Template is not approved"

Solution:

  1. Go Settings → Compliance → DLT
  2. Check if template is approved
  3. If not, submit for approval
  4. Wait for TRAI approval (usually 24 hours)
  5. Use approved template ID when sending

Insufficient Balance

Error: "Insufficient balance"

Solution:

  1. Go Settings → Billing
  2. Check your balance
  3. Add credit via Razorpay
  4. Retry sending

SMS-Specific Issues

SMS Not Delivering

Checklist:

  • Phone number is valid (E.164 format)
  • SMS channel is connected
  • You have sufficient balance
  • Number is not on DND list
  • Message is DLT-compliant (if in India)

Debug:

  1. Send test SMS to your own number
  2. Check if you receive it
  3. If not, check SMS gateway logs
  4. Contact SMS provider support

SMPP Connection Failed

Error: "SMPP connection failed"

Solution:

  1. Check SMPP credentials:
    • Host
    • Port
    • Username
    • Password
  2. Check firewall:
    • Is port 2775 open?
    • Is your IP whitelisted?
  3. Test connection:
    • Go Settings → Channels → SMS
    • Click Test Connection
  4. Contact SMPP provider if still failing

WhatsApp-Specific Issues

WhatsApp Not Delivering

Checklist:

  • WhatsApp is connected to Meta Cloud API
  • Phone number is valid
  • Template is approved
  • You're within 24-hour window (for free-form messages)
  • Recipient has WhatsApp installed

Debug:

  1. Check if template is approved:
    • Go Settings → Channels → WhatsApp → Templates
    • Look for green checkmark
  2. Check if phone number is valid:
    • Must be E.164 format
    • Must have WhatsApp installed
  3. Check 24-hour window:
    • Can only send free-form messages within 24 hours of customer's message
    • Use templates for messages outside window

WhatsApp Template Rejected

Error: "Template was rejected"

Solution:

  1. Check rejection reason
  2. Common reasons:
    • Template contains spam words
    • Template uses ALL CAPS
    • Template has excessive punctuation
    • Template is unclear
  3. Edit template and resubmit
  4. Wait for approval (usually 24 hours)

Email-Specific Issues

Email Not Delivering

Checklist:

  • Email address is valid
  • Email channel is connected
  • SMTP/SendGrid/Mailgun is configured
  • From address is verified
  • Email is not in spam folder

Debug:

  1. Check if email is in spam folder
  2. Check SMTP logs:
    • Go Settings → Channels → Email
    • Click View Logs
  3. Check sender reputation:
    • Is your domain blacklisted?
    • Check with MXToolbox
  4. Verify from address:
    • Is it verified with your email provider?

High Bounce Rate

Solution:

  1. Verify email addresses before sending:
    • Go Settings → Email Verification
    • Upload list of emails
    • Remove invalid addresses
  2. Clean your list:
    • Remove hard bounces
    • Remove unsubscribed addresses
  3. Check sender reputation:
    • Warm up IP address
    • Start with small sends
    • Gradually increase volume

RCS-Specific Issues

RCS Not Delivering

Checklist:

  • RCS is set up (requires carrier partnership)
  • Recipient has RCS enabled
  • Recipient is on Android phone
  • Message format is valid

Debug:

  1. Check if RCS is enabled:
    • Go Settings → Channels → RCS
    • Verify it's connected
  2. Check recipient:
    • Must be Android phone
    • Must have RCS enabled
    • Must be on supported carrier
  3. Check message format:
    • Rich cards must have valid structure
    • Images must be valid URLs

General Troubleshooting

Check Delivery Reports

  1. Go Analytics → Delivery Reports
  2. Filter by:
    • Channel
    • Date range
    • Status (delivered, failed, etc.)
  3. See:
    • Total sent
    • Delivered count
    • Failed count
    • Delivery rate

Check Logs

  1. Go Settings → Logs
  2. Filter by:
    • Channel
    • Date range
    • Status
  3. See detailed logs for each message

Contact Support

If you can't resolve the issue:

  1. Go Settings → Support
  2. Click Contact Support
  3. Provide:
    • Message ID
    • Channel
    • Recipient phone/email
    • Error message
    • Steps you've taken

Best Practices

Prevent Delivery Issues

  • Validate phone numbers — Use E.164 format
  • Verify email addresses — Check before sending
  • Get consent — Always get opt-in before sending
  • Monitor delivery — Check delivery reports regularly
  • Test first — Send test messages before campaigns
  • Keep records — Log all messages for audit trail

Monitor Delivery

  1. Set up alerts:
    • Go Settings → Alerts
    • Alert on high failure rate
  2. Review daily:
    • Check delivery reports
    • Identify patterns
    • Fix issues early

See Also