Why Wasn't My SMS Delivered?

Summary

Overview: Pippify sends texts through your own Twilio account, and Twilio reports back what the carrier did. A text that reached the phone shows · Delivered next to its time. A text that didn't shows a red Not delivered line with the reason, and you get a notification. This guide lists the reasons and what to do.

Prerequisites:

• SMS is connected with your own Twilio account under Settings › Channels.

Frequently Asked Questions

Where do I see that a text wasn't delivered?

In the conversation, the message shows Not delivered — <reason> with a Resend button. You also get the notification "Your SMS to <name> was not delivered — <reason>", which opens the conversation. Click Resend to load the text back into the reply box so you can fix and send it again.

"Not delivered — the handset was unreachable (switched off or out of coverage)"

The phone was off or had no signal.

Fix: Try again later with Resend.

"Not delivered — this number has blocked messages from your number"

The customer blocked your number.

Fix: Reach them another way, such as email.

"Not delivered — this number does not exist or is no longer in service" or "...is a landline or cannot receive text messages"

The number can't receive texts.

Fix: Ask the customer for a mobile number or an email address, and update the lead. See How to Edit a Lead or Change Its Stage.

"Not delivered — the carrier filtered this message as spam"

The carrier blocked the text as spam.

Fix: Check the message and your number in your Twilio console, then try again.

"Not delivered — your sending number is not registered for A2P messaging with the carrier"

The carrier requires your Twilio number to be registered for business texting, and it is not.

Fix: Complete the registration in your Twilio console. Pippify does not register numbers for you.

"Not delivered — this number replied STOP and is unsubscribed from your messages"

The customer opted out by texting STOP.

Fix: Don't text them again. See What Happens When a Customer Opts Out.

"Not delivered — the carrier accepted this message but never confirmed delivery"

The carrier took the text but never reported that it arrived. Treat it as not delivered.

Fix: Try Resend later, or reach the customer another way.

"Not delivered — the carrier rejected this message without giving a reason" or "...(code ...)"

The carrier refused the text. When a code is shown, you can look it up in Twilio's documentation.

Fix: Check the message in your Twilio console, then try again.

Sending gives "Twilio credentials are invalid. Please reconnect your SMS channel in Settings."

Your Twilio credentials changed or the Twilio account was suspended.

Fix: The Admin clicks the SMS tile under Settings › Channels, then disconnects and reconnects SMS with the current credentials. See How to Connect SMS With Your Twilio Account.

Sending gives "Your Twilio account has insufficient balance. Please top up to continue sending SMS."

Your Twilio account is out of credit.

Fix: Top up in your Twilio console, then send again.

Sending gives "Invalid destination number: ..."

The lead's number is not valid for texting, or your Twilio account can't send to that region.

Fix: Check the number on the lead, and the countries your Twilio account can send to.

Sending gives "This Twilio account is on a free trial, which limits each SMS to a single segment. Shorten the message, or upgrade the Twilio account for full-length messages."

A free Twilio trial only allows short texts. Pippin also keeps its own texts to one segment on a trial account.

Fix: Shorten your message (the reply box shows how many SMS segments it uses), or upgrade your Twilio account in the Twilio console.

Sending gives "SMS channel not connected. Please configure your SMS channel in Settings."

SMS is not connected in Pippify.

Fix: The Admin clicks the SMS tile under Settings › Channels and connects SMS. See How to Connect SMS With Your Twilio Account.

Sending gives "This lead has no SMS number on file."

The lead has no phone number.

Fix: Add the number to the lead, or reply by email.

Next Steps & Related Resources

• Next steps:
  • How to Connect SMS With Your Twilio Account
• Related articles:
  • Why Didn't Pippin Reply to an SMS?
  • Why Didn't My Follow-Up Go Out?
  • What Happens When a Customer Opts Out
  • How to Reply to a Lead From the Inbox

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026