Undelivered messages

Here are some trouble shooting ideas If your message was sent in your campaign logs  but wasn't delivered to the device:

Is it the "To" phone number correct? It's always worth checking...

Does the "To" phone have reception? If not, try moving to a location with reception and try again.

Does the "To" phone receive SMS messages sent from other sources? Try using another phone to send the "To" phone a test message.

Is the phone you are sending to roaming internationally? Betwext is not able to support international roaming for SMS at this time.

Is the "To" phone number on a "Do Not Contact" list for the country or carrier? To test this you can always reply START to one of your active numbers then try again or the “To” number will need to be removed from any Do Not Contact lists before it can receive SMS messages from Betwext.  Please note we do not have a way of checking the National Do Not Call list that is the sender’s responsibility.  A number is sometimes blacklisted based on customer’s requests.

Did the end number's provider filter it out? Certain carriers will blacklist numbers that are sending a high volume of SMS. Try sending the same message from another Betwext long code. If it is properly received, you've likely encountered a carrier's volume threshold.
You can test this in the Test Message area of your account.

Try multiple times. There's no harm in trying multiple times. Trying again is often the best way to prove to yourself and those helping you that you are doing everything correctly. Be sure to copy down the SMS Message time and campaign name for each attempt which doesn't arrive.

If you've checked all of the possible explanations above and still don't know why the message didn't arrive, send us the time sent, number to and from and the campaign content with a brief explanation of the tests you've already tried to support@betwext.com It will also help if you can try performing the same tests on another phone. We’ll do our best to drill down and further look at the issue for you.

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