Troubleshoot: SMS not arriving
Why an SMS sent by our AI isn't reaching the recipient + how to fix.
01
Check 1 — Is the number SMS-capable?
- Numbers tab → look for SMS in capabilities. AU 02/03/07/08 landlines do NOT send SMS.
- If sending from a landline, you need to add an AU mobile or virtual messaging service.
02
Check 2 — Is the recipient on the DNC list?
- VoxReach: Compliance → DNC list. If the number is there, all SMS are silently dropped.
- DNC entries are added when callers reply STOP.
03
Check 3 — Carrier filtering
- AU carriers (Telstra, Optus, TPG) sometimes filter SMS containing certain keywords ('cash', 'click here', URLs).
- Best practice: keep messages under 160 chars, avoid URLs in first message, use sender ID rather than long-code where possible.
04
Check 4 — Twilio delivery status
- Calls → SMS log → click the message → check 'delivery_status'.
- 'undelivered' = carrier rejected. 'failed' = invalid number. 'queued' = pending — wait 60s.
05
Check 5 — Recipient blocked your number
- If the recipient explicitly blocked your number, no fix exists short of using a different sender.
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Still stuck?
Email hello@voxreach.com.au — we reply within 2 business hours during AEST hours.
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