Why a contact isn't getting texts
If one person isn't getting your messages while others are, check that contact's preferences and phone number first. If those look right, support can check the delivery history.
Check the opt-out settings
Open the contact and look at Text Opt Out and Email Opt Out. When an opt-out switch is on, Simple Downline blocks sends on that channel. Text and email preferences are separate.
- Open Contacts and tap the person.
- Tap the three dots (top right) and choose Edit.
- Check whether Text Opt Out or Email Opt Out is on.
- If they want messages again, confirm their preference before changing an opt-out setting.
An opt-out imported from Project Broadcast may also be the reason. If the person stopped texts by replying STOP, ask them to text START or SUBSCRIBE to your Simple Downline number from the same phone to opt back in. A phone-level STOP blocks every contact using that number in your account; changing one contact's switch does not clear it. Your manual Text Opt Out setting applies to that contact record only.
Confirm the phone number is saved
A contact needs a working mobile number on file. Double-check the number in that same Edit screen. Correcting it can make them eligible for future texts, but it does not undo an opt-out or resend a message that was already missed.
Why the welcome and new member messages may not have landed
Your account's Welcome skips contacts it has already greeted. Newer members may instead receive the separate New Members sequence. The Welcome also requires your review and an active switch; finishing setup alone does not send it. On newer accounts, other proactive texts wait while the one-time Welcome is pending. Check Campaigns for Welcome and More → Sends for its send history. If the contact still seems missing, ask support to check that person's campaign history rather than assuming which greeting they should have received.
When to have us check
Sometimes a provider or carrier marks a number as undeliverable or as a landline. If you've confirmed the number is right and Text Opt Out is off, send us a note so we can check that contact's delivery history.