Why a contact isn't receiving texts
Sometimes one contact stops getting your texts even though everything else is working. Usually this comes down to the carrier telling us that number can't receive messages.
What happens
When we send a text, the carrier can reply that the number cannot receive it (for example, if it reads as a landline or is otherwise unreachable). When that happens, we mark that number as undeliverable and stop texting it. We keep going by the carrier's response, so this can happen even when the phone company says nothing is blocked on their end.
You'll still see emails going out to that contact normally. It's only the texts that stop.
How to fix it
The most common fix is a fresh mobile number on the contact.
- Open Contacts.
- Tap the contact.
- Tap the three dots in the top right.
- Choose Edit.
- Change the phone number to the mobile number they want texts sent to.
- Tap Save.
Saving a different phone number clears the old number's undeliverable flag. The contact can be considered for future texts if the new number is eligible and they have not opted out. A missed campaign send is not guaranteed to replay; contact support with the campaign and date if you need us to check it.