My end users are not receiving messages from my short code, what do I do?

If messages from your short code are not being delivered to particular end user or a small number of end users, then the likeliest problem (other than a typo in the end user’s “to” number) is that the end user’s phone is not configured for short code messaging.

Please take the following steps before contacting our support team for help pinpointing the root cause of any short code message delivery issues.

1. Check that your end user has confirmed short code configuration with their carrier.

2. Check to make sure that your short code is fully live on all carriers.
Find the most recent carrier status report you received from Twilio, and check to make sure that no carriers have yet to approve the short code. Include this carrier status information when opening a ticket with Twilio support.

3. Check that your short code is correctly configured with a link to your own application.
Visit this link and click on your short code number to ensure that there is an application associated with your short code.
Either the application field or the URL field should always be filled—you should never leave both blank.

4. Collect the following information to provide to Twilio support.
If the end user’s carrier is supposed to be live, and your short code application is properly configured, then please provide answers to the following questions when contacting our support team at help@twilio.com or within your account portal.

  • How many end users have reported not receiving messages from your short code?
  • What are the SMS SIDs for the messages that were not received?
  • What percentage of overall messages are being delivered successfully?
  • When did this issue begin?

Additionally, for each end user affected:

  • Have you verified that the customer is located in the same country where your short code is registered? Note: US short codes can only deliver to US numbers, CA short codes can only deliver to CA numbers, etc.
  • On what carrier is each affected phone number?
  • What happens when you re-attempt sending a message to your end user’s phone?
  • Has the end user previously received messages from your short code?
  • Has the end user previously received messages from any short code?
  • Is your end user able to send a message to your short code?
  • Does Twilio have your permission to send a text message from your short code to your end user’s phone for testing purposes?
  • Does Twilio have your permission to send a text message from our own short code to your end user’s phone for testing purposes?
  • Have you searched your SMS logs for any messages from the end user’s phone number to confirm they haven’t opted out (no messages containing STOP, UNSUBSCRIBE, CANCEL, or QUIT)?
  • Do messages sent from your short code to your end user appear in your message logs?
  • Do messages sent from your end user to your short code appear in your message logs?

You can check the status of Twilio’s incoming & outgoing short code SMS services at any time by visiting our Twilio Status page.