It can be frustrating when you or your customers are not able to receive an important text right away. There can be a few factors as to why you may have not received your texts and here is how you can troubleshoot this issue.
Check the following:
- Is the phone number you're sending a message to opted in?
- Double check if the contact was included in the group message
- Review the receiver's location
- Network Issues?
- MMS Delay
Is the phone number you're sending a message to opted in?
There could be a possibility that your phone number may not be opted in to receive texts from a short code. The short code is the five or six digit number used to send out mass text messages from your EZ account.
Note: Or, if you have a toll-free number registered for mass texting, the contact would still have to subscribe by texting in a keyword to the number on the EZ account.
Test It Out:
Text the word "HELP" to the short code number on the account. If you receive a message back saying to call us, please try to send another text to your phone from your EZ account as it should now work. If you aren't sure what a short code is or where to find it in your account, click here.
If, however, you DON’T receive a message back or a message saying “service access denied”, you will need to contact your carrier and ask them to remove what’s called a "short code block". After this block is removed, try texting in the keyword on the account.
Tip: First and foremost, we like to encourage our users to send a text to themself before sending out a mass message. If you are satisfied with the message you have sent to yourself, you can resend it by going to your Outbox > Resend cycle icon to the right of your message. This will bring up a draft that you can edit or change the recipients.
Double check if the contact was included in the group message
This mistake can be made easily and so its a good idea to double check that the contact you texted was added to the group. You can review this by going to your delivery report or your Contacts page.
On the Contacts page, you can use the search bar or Filter to see if the individual is included in the group you sent the text campaign to.
Or, in your Delivery report:
Go to your Outbox and click View Reports.
Then, click on the Delivered or Bounced section to see if the phone number of the contact is there. You can also export the numbers in these lists to search for the number easily and find out if it is there.
Tip: Use CTRL + F to search for certain words or numbers on a page.
Is your phone device registered in the U.S. or Canada? Or is it registered outside of these areas?
The short code phone number that sends messages from your account can only be used for phone devices within that area.
For example, 393939, is a Canadian short code meaning only phone numbers within a Canadian phone carrier network can receive messages from this short code. If an EZ account is sending messages from a U.S. short code like 313131, then only phone numbers registered on a U.S. phone carrier can receive messages from that account.
Each EZ account can only have one short code number to send texts from, but you are welcome to having two separate accounts for U.S. messages only or Canadian messages only. These are the only two areas supported by our platform at this time. With that said, some Puerto Rican numbers may or may not receive the message even if it is from a U.S. short code depending on their phone carrier.
It is also likely that your phone may receive a message at a later time due to a network connection issue. Make sure that your phone has good service. Also toggle your wifi on and off to see if you may have a slow internet connection on your device.
Sending mass messages means that there could be many messages being delivered at the same time as yours. From time to time, there are "MMS delays" meaning that several users are sending a large abundance of messages at the same time causing traffic to build up through the gateways that submit your messages.
There are several "passage ways" a message has to go through after it has been released from our platform. So, it could be possible that the phone carrier sending your message is still analyzing the text and has not delivered it to your device due to phone carrier traffic.
These delays often last no more than 30 minutes. If you have still not received it after this time frame, make sure you check the options above and that your phone number is opted in to the right account by texting in the keyword.
Keywords are used to make sure your phone number is subscribed to the correct list. You will want to make sure you text in the keyword correctly to the short code number on the account.
Please note that you are opted into an EZ account for 12 hours after subscribing unless another user/company texts you from a different account or service.
In the future, try sending your message as an SMS message. SMS messages are simplified texts that can fit up to 160 characters (US). Since the system will automatically toggle to send the message as MMS when it is over 160 characters, you can still revert it back on the New Message page.