What to do when an SMS message will not send
Objective
Check common causes when an SMS or MMS message will not send from ConnectUC.
Steps
- Confirm that the SMS tab appears in ConnectUC. SMS must be enabled for your account.
- Select New SMS and confirm that the correct outbound number is selected.
- Enter the destination as a complete 10-digit phone number.
- Try sending a short text-only message.
- If the text sends, add the attachment again and confirm that it is a supported file type and no larger than 10 MB.
- If you share an SMS number, confirm that the number still appears as available to your user.
- Sign out, sign back in, and try again.
Group SMS conversations support up to nine parties, including the person who started the conversation.
Business texting may require approved 10DLC registration. Contact Automated Telecom if text-only messages repeatedly fail or the SMS feature is missing.
Verification
Send a text-only message to a mobile number you can check and confirm that it is delivered and a reply appears in the conversation.
Expected result: The message appears in the conversation and reaches the recipient.
Contact Automated Telecom Support
Contact 760.837.7000 or support@automatedtelecom.com. Include the sending number, destination number, time, error message, and whether the message contained an attachment.