Message Delivery Issues

When a business text does not arrive, its delivery status can help identify where the problem occurred. This guide explains each status, how to determine whether the issue affects one recipient or all outbound messaging, and what to check before sending again or contacting Waveline Support.

Before you begin

Identify the inbox and Waveline number used to send the message. Note whether the issue affects one recipient or several, whether it affects text messages, media attachments, or both, and the approximate time and displayed status of the message. Also confirm whether the recipient previously asked to stop receiving messages.

What each visible delivery state means

Determine how widespread the problem is

Before changing registration or inbox settings, determine whether the problem affects one recipient, several recipients, or every outbound conversation. This helps separate a recipient-specific issue from a problem with the sending number or SMS registration.

Try sending a short text-only message without an attachment to a different number that you know can receive SMS. If that message works, focus on the original recipient or message. If it also fails, continue by checking the sending number and registration.

The send button is unavailable

A disabled composer or send button is different from a message that shows Failed. Check for a Viewer notice, an account restriction, or a sign-in or connection warning, then follow the displayed action. See Conversation access and App Connection Issues.

All outbound messages are failing

1. Open Trust Center, find the sending number under Your numbers, and check its texting status. For a toll-free number, check its separate toll-free verification.
2. Confirm that the number is active and assigned to the intended inbox.
3. Confirm that you are using your own personal inbox or a shared inbox where you are a Member or Manager. Viewer access does not permit sending.
4. Verify that the correct inbox and number were selected as the sender.
5. Try a short text-only message to a different consenting recipient whose number can receive SMS.

If messages fail for several valid recipients, the problem is more likely connected to the sending number, registration, or account configuration.

Only one recipient is affected

Confirm that the complete phone number is correct and capable of receiving SMS. Check whether the recipient opted out, and do not send additional messages if they asked your business to stop. If other recipients can receive messages normally, the issue is more likely specific to that recipient than to the organization’s messaging setup.

Avoid repeatedly sending the same message. When appropriate, contact the recipient through another approved method and ask them to confirm their number or messaging availability.

A message remains Sending or Sent

Allow the status time to update, then refresh or reopen the conversation. Do not immediately send the same message again because the original may still be delivered, resulting in duplicate messages.

If the status remains unchanged for an extended period while other messages deliver normally, record the message’s timestamp and current status for Waveline Support.

A message shows Failed

On the web, review the reason shown after Failed:; the mobile app shows only Failed, so open the conversation on the web to see the reason. Correct identifiable problems—such as an invalid recipient number, unavailable sending number, or attachment issue—before sending the message again.

If failures affect multiple recipients, check the sending number's texting status in Trust Center and confirm that it is active on the intended inbox. Toll-free numbers need their own verification. When only one recipient is affected, verify that recipient's number and opt-out status before trying again.

Text messages work, but media fails

1. Send a text-only message to confirm that the conversation works.
2. Check the attachment’s file type and size.
3. Remove unnecessary attachments or try a smaller file.
4. Confirm that the web or mobile app has a stable internet connection.
5. Retry with a commonly supported file type.

See MMS and Media for the complete attachment process and current limits.

No failure appears, but the recipient cannot find the message

Confirm that the correct recipient number was used. The recipient may also need to check blocked senders, filtered-message folders, or their device’s messaging settings.

A message that finishes processing without a displayed failure still does not confirm that the recipient opened or read it. Use another approved communication method when the message is time-sensitive.

Contact Waveline Support

If the issue continues after these checks, contact Waveline Support using the support channel provided to your organization. In your request, include the sending inbox and Waveline number, recipient number, approximate date and time with the time zone, displayed delivery status, and any failure details. Explain whether the issue affects one recipient or several and whether text-only messages work. Include a screenshot of the status when helpful, but remove unnecessary sensitive information before sending it.

Best practices

• Verify the sending inbox before sending.
• Use a recognizable business identity or SMS signature.
• Keep live message content consistent with the registered use case.
• Respect opt-out requests.
• Avoid repeatedly resending delayed messages.
• Test text separately from media when diagnosing a failure.

Related pages

• Sending Messages
• Conversations
• MMS and Media
• Register for SMS
• Trust Center Overview
• Opt-Out and Compliance