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

Your Short Code does not appear able to send or receive any messages at all:

  1. Is there an issue with Twilio short codes?  You can check the status of Twilio’s incoming & outgoing short code SMS services at any time by visiting our Twilio Status page.
  2. Check here to make sure that your short code is fully live on all carriers.
  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.
  4. Open a ticket with Twilio Support.  If short codes are working, your short code is live, and your short code application is properly configured, please open a ticket with our Support Team. Please provide the following information in the ticket for the fastest response:
    • 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? (You can find these in your messages log.) For best results, please only send SIDs from the last 72 hours.
    • What percentage of overall messages are being delivered successfully?
    • When did this issue begin?

Short Code messages are not being delivered to an individual or small group of users:

  1. Check that your end user’s carrier is supported here.  If your user(s) are on an unsupported carrier, you will not be able to send and receive messages to/from them.
  2. Check that your end user has confirmed with their carrier that their wireless plan includes short code messaging.
  3. If you have verified that your short code is working and the issue is affecting only some users:

    • 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.
    • 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)?
  4. Open a ticket with Twilio Support.  If the end user’s carrier is supposed to be live, and your short code application is properly configured, please open a ticket with our Support team. Please provide the following information in the ticket for the fastest response:
    • 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? (You can find these in your messages log.) For best results, please only send SIDs from the last 72 hours.
    • What percentage of overall messages are being delivered successfully?
    • When did this issue begin?