SMS cannot be sent
Switched off until an operator turns it on
Understand each reason the Send SMS and Bulk SMS dialogs give, and who can fix it.
Where to find it
Campaigns › Prospects (Easy mode: Essentials › Phone book)
Open this screen
Steps
- Open the dialog again and read the line under the title: it names the reason.
- Find the reason below. Reasons about the connection are fixed by an operator; reasons about a contact are fixed on the contact.
- For Bulk SMS, open “Skipped” to see each contact left out and why.
Troubleshooting
“SMS is not connected: telephony is in simulator mode, so nothing would be sent.”
The service is not connected to a phone carrier for your organisation. An operator has to connect it.
“SMS is not connected: no Twilio account is saved.”
No carrier account is set up. An operator has to add it.
“This workspace has no phone number of its own, so it cannot send SMS.”
Messages go only from your organisation's own number. Get a number on Phone numbers first.
“The number … cannot send SMS (Twilio lists no SMS capability for it)…”
Your number can make calls but not send SMS. You need a number with SMS capability.
“This client has no phone number.” / “This client's phone number is not one an SMS can be sent to.”
Add or correct the number on the contact (Edit), with the country code.
“This client is on the do-not-call list…”
The contact is at the stage Do not call or the number is on your do-not-call list. Nothing is sent to them.
“A bulk SMS goes to at most 200 clients at a time. Choose fewer clients.”
Your list is larger than 200 sendable clients. Nothing was sent.
“Confirm that everyone on the list agreed to receive messages from you.”
Tick the consent box before sending a Bulk SMS.
“SMS sending isn't enabled yet: …” (Bulk SMS)
The operator's SMS switch, or SMS for your organisation, is off. Until an operator turns it on nothing is sent.
Tips
- “Accepted by Twilio” means the carrier took the message, not that the phone received it.
Good to know
- SMS stays off until an operator turns it on; nothing here can switch it on from a customer account.
Related how-tos
- Text one contact or the whole list Switched off until an operator turns it on Write an SMS to one contact, or one message to your contact list, once SMS is connected for your organisation.
- A campaign will not send Switched off until an operator turns it on Understand why “Send now” is off or refused, and what has to change.
- Do-not-call & rules Keep the numbers that must never be called, see what the calling rules refused, check a number and its consent, and block unwanted callers.