There can be a few reasons as to why your message may have not been received into your EZ Inbox. First thing you will want to rule out is if there is an internet connection delay with the phone carrier. Ultimately, the contact's phone carrier will have to push the message to the device. You will also want to make sure that you have used a "call-to-action" or let your contacts know what you want them to text you.
If you don't believe either of these issues could be causing this, take a look at the following possibilities to troubleshoot this issue:
Short Code Blocking
Note: Short Code numbers will no longer be supported by phone carriers. Learn More.
The short code is the authorized six digit number that allows you to send mass messages from your EZ account. So, you will want to make sure that the individual who's text you aren't receiving can receive messages from your account. The simple way to test this is to have them text in your keyword.
The keyword is a code that anyone can text in to subscribe to receiving messages from your account.
To the find the keyword on your account:
- Go to Keywords & Numbers on the left panel
- Have the contact text in that keyword to opt into your account. There is a "Learn more" link on the Keywords page that will show you an example using your short code.
- The contact should receive an automatic response about successfully joining your text list. If they receive a "service access denied" response, then this confirms that they need to contact their phone provider to make sure they don't have a short code block on their device and can receive messages from your short code number
- Here is an example:
Always make sure the contact is texting in the correct keyword. Also, contacts can only receive messages based on what country their phone carrier is registered in. For example, contacts with a US phone carrier can only receive messages from a US short code while a Canadian phones can only receive them from a Canadian short code.
Tip: Learn more about adding and using your keyword here
If you haven't received a keyword text from the user, make sure that they are texting it in correctly. There are many instances where a keyword can be texted incorrectly thus not opting them into your account. There is an example on how to text a keyword in above or click here to learn some best practices on choosing the right keyword. But, it is also possible that you don't have enough credits for keyword auto-reply responses.
Credits for Keyword Responses
If your inbox is showing a queue for incoming messages, you will need to add credits so that their responses can be accepted into your inbox.
*Note: This interface is subject to change with updated improvements. Learn more.*
So, take a look at your inbox on the left navigation panel to check and see if you are seeing this message at the top of your inbox.
If you are seeing this message, go ahead and click on the the "queued message" link in the air message above to see the keywords that are waiting to be accepted into your account. In order to release them into your account, you will need to have credits.
The reasoning for this is because it costs at least one credit per outgoing message that is sent to a device from your outbox. That includes auto-reply messages being sent out when someone subscribes to your text list. If you need to add credits, click Process which will prompt you to the purchase page.
After you have added credits, go back to the queued message link and check the boxes next to the text messages you want to be fully opted in for your account. Then, click Process.
The contact will then receive an auto-reply text.
Tip: Use the top check box to select all contacts at once.
Did your contact respond to your text within 12 hours?
Note: This section only applies to short code numbers (e.g. 313131)
If you have sent out a campaign and are expecting a response, you will want to make sure there is a "call-to-action" or explain to the customer what you want them to text or when to text it. For example, you could end a text by saying, "respond by tomorrow at noon to join this activity". This gives the contact simple direction on when to respond to your text.
The 12 hour time-frame is put in place to allow your contacts to not be opted into any random EZ accounts at once and to make sure that they are specifically subscribed to your texting notifications.
Tip: If someone has mistakenly opted into the wrong account using the wrong keyword, text them again from your EZ account and have them respond to that text.
12 Hour Window Workaround:
If you want threaded messages and to not have to worry about this window, try using a 10-digit textable number. This feature utilizes what is called Text-to-Landline which allows you to have on-going one to one conversations despite the time frame. Or learn how you can use your own number to have on-going messages here.
Trouble With MMS (Multimedia Messages)
Users will try to get creative and have contacts text in a picture or video. Depending on the size of the message, it may or may not come in correctly.
If someone has tried to text in an image or video that can't be formatted correctly, it may appear as boxes or unordinary characters. At this time, these broken messages cannot be transcribed. If you want to know if the contact was trying to communicate a message to you, you can click on the message and reply stating something like, "I'm sorry, I wasn't able to understand your question. Please respond in plain text".
Now that you have learned how incoming messages work, check out how to search and respond to your messages here.
Important: EZ Texting does not guarantee delivery or timely delivery. EZ texting is an online application that enables users to store contacts, organize contacts in groups, send and receive SMS, and use keywords on our common-use short code. However, we do not deliver your messages to the handsets. We only deliver your messages to the wireless carriers. Our application is designed to send messages through our gateway to the carriers’ gateways. We do not own nor operate the carriers’ gateways.