Why a contact isn't getting texts
If one person isn't getting your messages while everyone else is, the issue is almost always on that single contact, not your whole account. Here's what to check first, and when to send it our way.
Check the opt-out settings
Open the contact and look at their SMS and Email opt-out options. If either is switched off, we stop sending to that person, even when they show up in a campaign list.
- Open Contacts and tap the person.
- Tap the three dots (top right) and choose Edit.
- Check the SMS and Email opt-out settings.
- Turn them back on if needed, then tap Save.
If the contact came over from Project Broadcast, any opt-out from there is kept, so that can be the reason too. Anyone can opt back in on their own by replying START.
Confirm the phone number is saved
A contact needs a working mobile number on file. Double-check the number in that same Edit screen. Once a good number is saved, the contact is back in the list starting with the next send.
Why the welcome and new member messages may not have landed
The welcome message never sends to the same person twice, so if they already got it once, they'll be skipped. It also leaves out anyone who became a member this month or last month, since those folks get the New Members campaign instead. And a campaign only sends automatically when its green switch is turned on.
When to have us check
Sometimes carriers flag a number as undeliverable or as a landline, and that blocks texts even when the number looks fine. That's not something you can see or fix from your side. If you've confirmed the number is right and the opt-outs are on, reply and let us know which contact it is and we'll take a look on our end.