If you've sent an SMS text message and are getting errors, this page will give you guidance on how to improve your delivery and what the errors mean.
🏆 #1 Recommendation
Enable PhoneCheckr to lookup your contact phone numbers to ensure that you send texts to valid numbers that can receive SMS text messages.
Failed Messages Fee's
Starting September 30th, 2024, some messages that receive a “Failed” status will be charged a "Message Processing Fee" of $0.001. This is a pass through fee and is not charged by Salesmsg.
2000 - 2999 Errors
21266
'To' and 'From' numbers cannot be the same
You attempted to send an SMS, but the To phone number you supplied is the same as the From number.
Possible Causes
You attempted to send an SMS from a Twilio number to itself (i.e. putting the same Twilio number in the To and From parameters).
Possible Solutions
Ensure you are not attempting to send a message from a Twilio number to itself.
21211
Invalid 'To' Phone Number
You attempted to initiate an outbound phone call, but the called phone number you supplied was not a valid phone number or was incorrectly formatted.
Possible Causes
The formatting of the 'To' number you supplied was invalid.
You attempted to send a message or place a call from a Salesmsg number to itself.
Possible Solutions
🏆 Enable Auto-Recharge (recommended)
We recommend turning on Auto-Recharge, so when your credits fall below a certain amount, we will automatically add credits to your account.
21408
Permission to send an SMS has not been enabled for the region.
You have attempted to send an SMS to a region that has not been enabled in your account's. Salesmsg is only available in the United States and Canada at this time.
Possible Causes
You have attempted to send an SMS to a region or country that is not available. Currently, Salesmsg is only available in 🇺🇸 and 🇨🇦.
Possible Solutions
If you wish to send messages to a different country, please contact our support team for more information.
21606
The 'From' phone number provided is not a valid message-capable Salesmsg phone number for this destination.
You can only send SMS messages from a phone number provided by Salesmsg, and that phone number must be SMS enabled. You can only send SMS messages from a phone number or short code provided by or ported to Salesmsg, and that phone number must be SMS-capable. For short codes, the From number must be in the same country as the To number.
Due to anti-spam regulations, the number a user sees when you send an SMS using your application must be the same Salesmsg number associated with that account. This differs from voice calls, where it is possible to display a verified caller ID other than your Salesmsg number.
Possible Causes
The Number you are using may not be capable of sending messages
The Number may be formatted incorrectly. Salesmsg accepts numbers in E.164 format
If the Number is a short code, it must be associated with the same country as the destination address.
Possible Solutions
Check that you are using a Salesmsg phone number with SMS capabilities.
If you are sending from a short code, verify that the country you are sending to matches the country of the short code.
21610
Attempt to send to unsubscribed recipient
The person you are trying to message has opted out of receiving messages from your Salesmsg phone number. You have attempted to message a 'To' number that has replied with "STOP" to one of your previous messages.
Possible Causes
The end user handset has responded with "STOP" or another opt-out keyword.
Possible Solutions
Consider removing this phone number from your list of recipients.
Request the recipient to resubscribe to your messages by texting in "START" or another opt-in keyword to your Salesmsg sender.
21612
Message cannot be sent with the current combination of "To" and/or "From" parameters
You have attempted to send to a number that is not currently reachable via Salesmsg SMS. If the number provided is a properly formatted E.164, it is most likely that Salesmsg does not yet have service with the carrier you are trying to reach. We have logged the carrier you are attempting to reach and will monitor these failures when adding new carriers. The combination of “To” and “From” parameters on this message cannot be connected by Salesmsg at this time.
Possible Causes
Number formatting: The format you used for the “To” or “From” number may not be formatted using the E.164 format. Salesmsg standardizes numbers using the E.164 format. If the “To” or “From” number of this message were altered by Salesmsg in a way that you didn’t expect, try re-submitting the message with E.164 formatted addresses.
Possible Solutions
Check the format of your contact phone number to ensure the proper accepted format for the given country.
21614
'To' number is not a valid mobile number
You have attempted to send a SMS with a 'To' number that is not a valid mobile number. It is likely that the number that you have specified is a landline number or is an invalid number.
Possible Causes
The number you provided may be a landline number.
The number you provided may be invalid or formatted incorrectly.
If you are attempting to send SMS to Internet of Things (IoT) or machine-to-machine (M2M) numbers, the numbers may use a non-standard format that Twilio has not added to our number validation system yet.
Possible Solutions
Confirm that the number you are sending to is not a landline, using PhoneCheckr
Please verify you have provided a valid mobile number in proper.
3000 - 3999 Errors
30003
Unreachable destination handset
Possible Causes
Error code 30003 means your message failed to deliver because the destination was unavailable or unreachable. This error occurs if you are trying to reach an unreachable or switched-off destination handset.
This doesn't mean that it's a bad number, its simply that at the time of the message attempting to be delivered, it failed because the device was off or unreachable.
Most likely, the phone number is a LANDLINE and is unable to receive SMS
The destination number you are trying to reach is unknown or may not exist.
The device you are trying to reach is not on or does not have sufficient signal.
There is an issue with the mobile carrier.
Possible Solutions
The first step to troubleshooting this issue is to attempt to replicate the problems. Attempt to send another test message to this contact.
If you see similar results, continue troubleshooting with the following checklist:
🏆 Enable PhoneCheckr (recommended)
Enable PhoneCheckr to lookup your number to determine the number Type.
Send messages to only Valid numbers (type: mobile, voip) and skip sending to Landlines.
Is the destination device powered on?
Does the device have sufficient signal? If not power the device off, wait 30 seconds, and then power it back up.
Is the device connected to the home carrier's network? We cannot guarantee message delivery on devices roaming off-network.
Can the device receive non-Salesmsg SMS?
Can the device receive messages from another Salesmsg number (non-Alphanumeric Sender ID), or with a shorter one-segment (non-concatenated) body?
Can other devices using the same mobile carrier receive your messages?
30005
Message Delivery - Unknown destination handset
If a message you sent is not delivered to the end device and returns a 30005 error code, this means that delivery of your message failed due to an unknown or inactive destination number, for example, a number that is no longer in service.
Possible Causes
Most likely, the phone number is a LANDLINE and is unable to receive SMS
The destination number you are trying to reach is unknown and may no longer exist.
The device you are trying to reach is not on or does not have sufficient signal.
There is an issue with the mobile carrier.
Possible Solutions
🏆 Enable PhoneCheckr (recommended)
Enable PhoneCheckr to lookup your number to determine the number Type.
Send messages to only Valid numbers (type: mobile, voip) and skip sending to Landlines.
We recommend turning on Auto-Recharge, so when your credits fall below a certain amount, we will automatically add credits to your account.
30006
Landline or unreachable carrier
If a message you sent is not delivered to the end device and returns a 30006 error code, this means that delivery of your message failed due to the destination being a landline and incapable of receiving SMS, or an unreachable destination carrier.
Possible Causes
The destination number is unable to receive this message. Potential reasons could include trying to reach a landline or, in the case of short codes, an unreachable carrier.
Your message was sent to a landline, or an unreachable carrier for this phone number type.
Possible Solutions
🏆 Enable PhoneCheckr (recommended)
Enable PhoneCheckr to lookup your number to determine the number Type.
Send messages to only Valid numbers (type: mobile, voip) and skip sending to Landlines.
We recommend turning on Auto-Recharge, so when your credits fall below a certain amount, we will automatically add credits to your account.
30007
Message filtered
Your message content was flagged as going against carrier guidelines. Your message was filtered (blocked) by our vendor or by the carrier. This may be done by our SMS vendors or by a wireless carrier for violating carrier rules or regulations.
Examples of messaging that would be blocked by Salesmsg are spam, phishing, and fraud. Salesmsg's filtering system is in place to protect mobile subscribers from spam or other forms of malicious or unwanted messages.
Wireless carriers have filtering systems in place as well. These carrier filters are used to block abusive traffic, as well as to enforce rules or regulations about what types of messaging are allowed to that country or mobile network.
Possible Causes
Your message was identified as spam or unwanted messaging by our vendor's or Salesmsg's message filtering system
Your message was flagged as objectionable and blocked by a wireless carrier
Possible Solutions
Local Phone Numbers (Coming soon)
Register for 10DLC and get approved for your Brand and Use Case
Toll-Free Numbers
Register for Toll-Free Verification and get approved (Business Profile and Use Case)
30008
Message Delivery - Unknown error
If a message you sent is not delivered to the end device and returns a 30008 error code, this means that delivery of your message failed for unknown reasons. When Salesmsg receives a very generic error from our carrier partner that we have no further details about, we associate the message with the error code 30008, letting you know that Salesmsg truly doesn’t know what caused this error from the provider.
Possible Causes
Check that the phone you were sending to is turned on and can receive non-Salesmsg SMS
Ensure that the phone is not roaming off network. We cannot guarantee message delivery on roaming phones.
Try sending to other phones who have the same mobile carrier (you can use our Lookups API to determine the carrier if you’re unsure). If messages to other phones go through, the issue is likely device related. Try rebooting the device or contact the mobile carrier for help.
If you are sending SMS from an alphanumeric sender ID, see if using a Salesmsg phone number works better. We’ve observed that certain networks may block alpha sender IDs.
If the recipient number is another Salesmsg number, ensure that number has an action configured for its Messaging capabilities.
Try sending a shorter message to the phone, with simple content that does not include any special characters. This would give our support team an idea as to whether the failure is related to concatenation or character encoding.
Salesmsg support can help investigate what went wrong with our carriers. Please open a support request and include a minimum of 3 or more message SIDs where a 30008 error was thrown. Per our carriers' requirements, these SIDs can be no older than 48 hours at most.
Possible Solutions
Ensure that the phone is not roaming off network. We cannot guarantee message delivery on roaming phones.
Check that the phone you were sending to is turned on and can receive non-Twilio SMS
Try sending to other phones who have the same mobile carrier (you can use our Lookups API to determine the carrier if you're unsure). If messages to other phones go through, the issue is likely device related. Try rebooting the device or contact the mobile carrier for help.
If you are sending SMS from an alphanumeric sender ID, see if using a Twilio phone number works better. We've observed that certain networks may block alpha sender IDs.
If the recipient number is another Twilio number, ensure that number has an action configured for its Messaging capabilities. Choose any available option like "Webhook" or "TwiML Bin."
Try sending a shorter message to the phone, with simple content that does not include any special characters. This would give our support team an idea as to whether the failure is related to concatenation or character encoding.
Twilio support can help investigate what went wrong with our carriers. Please open a support request and include a minimum of 3 or more message SIDs where a 30008 error was thrown. Per our carriers' requirements, these SIDs can be no older than 48 hours at most. Numbers (Coming soon)
Register for 10DLC and get approved for your Brand and Use Case
30011
MMS not supported by the receiving phone number.
The 30011 error indicates that the MMS (Multimedia Messaging Service) message you're attempting to send is not supported by the receiving phone number. MMS allows you to send multimedia content such as images, videos, and audio files, but not all phone numbers or devices support this type of message.
Possible Causes
Non-MMS-Compatible Device: The receiving phone may not be capable of receiving MMS messages. For example, older phones or basic devices may only support SMS (text-only messages) and not MMS.
Carrier Restrictions: The carrier of the receiving phone may not support MMS, or MMS may be disabled for that number.
Incorrect Number Type: If you're sending an MMS to a landline or a phone number that doesn't have MMS capabilities, this error will occur.
Message Size or Content: The MMS message might be too large or contain unsupported content that the receiving number cannot handle.
Possible Solutions
Verify Number Type: Ensure the receiving number is capable of receiving MMS (e.g., a mobile number with MMS support).
Check Carrier Compatibility: Confirm that the carrier of the recipient supports MMS and that their settings are correctly configured to receive MMS messages.
Reduce Message Size: If the MMS contains large files or unsupported content, try reducing the file size or simplifying the content to fit within the carrier’s MMS limits.
Switch to SMS: If MMS is not supported, consider sending a standard SMS (text-only message) instead.
30032
Toll-Free Number Has Not Been Verified.
Toll-Free verification is required. You sent a message from a Toll-Free number to a mobile subscriber in USA or Canada. Salesmsg requires all Toll-Free numbers to go through a verification process. The Toll-Free number you sent from has not been verified through the required verification process.
Possible Causes
Your toll-free number has not been Verified to allow sending of traffic in USA and Canada.
Your message content is being flagged as SPAM on an unverified Toll-Free number.
Your toll-free verification request was rejected.
Possible Solutions
Starting May 16, 2022, any newly purchase Toll-Free numbers on Salesmsg will need to be verified or it may experience interruptions.
Register for Toll-Free verification.
Review the Toll-Free Best Practices help articles
If you've sent an SMS text message and are getting errors, this page will give you guidance on how to improve your delivery and what the errors mean.
30410
System error
This error typically indicates a generic issue with the system or server. It could stem from server overload, network problems, configuration errors, or invalid input data.
Possible Causes
Misconfigured settings in the software, database, or API being used.
The server handling the request might be overloaded, misconfigured, or experiencing downtime.
Poor network connection or intermittent connectivity between the client and server.
Missing or incorrect credentials, or permissions not properly set.
The system may be processing invalid, incomplete, or corrupted data.
A bug in the software or an outdated system might trigger generic system errors.
Possible Solutions
Investigate server logs or system logs to identify the specific issue causing the error.
Ensure that the data being sent or processed by the system is valid and complete.
If the issue is due to temporary network or server issues, retry the operation after a short interval.
Ensure all systems, APIs, or applications involved are updated to their latest versions.
Double-check any configuration files, credentials, or API keys for accuracy.
Run a diagnostic on the network or API endpoints to ensure proper communication.
This type of error often occurs in various contexts (e.g., APIs, databases, software applications).
Unable to send message to this region
Country of number origin not allowed in the system
This error indicates that the system is unable to process messages to phone numbers from the specified country because it is not permitted.
This could be due to the region being unsupported, compliance restrictions, or system policies that limit the allowed countries for message delivery. The restriction is often based on the origin of the sender's phone number or the destination country not being enabled for messaging within the platform.
Insufficient_funds
This error indicates that the account does not have enough credits or balance to complete the requested action, such as sending a message or making a call.
Salesmsg require sufficient funds or prepaid credits for their services, and this error occurs when the available balance falls below the required amount to process the transaction.
Stopped by user
Message was created as part of Broadcast. Broadcasts was stopped by User
This error indicates that the message was part of a broadcast campaign that was manually stopped by the user before it could be fully sent. As a result, any messages queued for delivery as part of the broadcast were canceled and not sent to their intended recipients.
Duplicate_message
Message with exact same message body was sent from external system and triggered deduplication criteria.
This error indicates that the system detected a message with the exact same content being sent repeatedly from an external source. To prevent duplicates, Salesmsg's system triggers its deduplication mechanism, which blocks identical messages sent within a specific time frame or context. This ensures recipients do not receive the same message multiple times unintentionally.
Unknown_bad_number
This error indicates that the phone number provided is invalid or unrecognized by the system. The issue could stem from formatting errors, missing country codes, or the number being inactive, disconnected, or nonexistent in the carrier's database. As a result, the system cannot deliver the message to this number.
Provider_error
[HTTP 400] Unable to create record
Internal error. The HTTP 400 response suggests a bad request, meaning the service was unable to process the message due to an issue with the number itself.
Possible Causes
The phone number isn't enabled for SMS functionality on the account.
The number is not properly linked or provisioned within the system, preventing it from being recognized as a valid source for outbound or inbound SMS traffic.
The number might be a landline, VoIP, or another type that does not support SMS.
There might be an internal misconfiguration in the system that prevents the number from being verified as SMS-capable.
Possible Solutions
To resolve this, you would need to ensure that the phone number is correctly configured and provisioned for SMS, or verify that it is an eligible number supported by your messaging provider.
Trying to send message to landline
This error occurs when a user attempts to send or receive SMS messages using a landline number, which is not SMS-capable.
Landline numbers are designed for voice calls and do not support text messaging, meaning they cannot be used within platforms like Salesmsg that require SMS functionality.
Salesmsg fails such messages
Your US based short code can only send messages to US numbers.
This error indicates that the US-based short code you are using is restricted to sending messages only to US phone numbers. Short codes, which are typically 5-6 digit numbers, are often region-specific and configured to handle messaging within specific countries. In this case, the short code is limited to sending SMS to recipients within the United States, and attempts to send messages to numbers outside the US will trigger this error.
Your message contains blacklist words
Message contains internal blacklisted keywords
This error indicates that the message you are trying to send contains words or phrases that are flagged by the system as blacklisted. These blacklisted keywords are typically terms that violate the platform's policies or are deemed inappropriate, such as those related to illegal activities, adult content, or spam.
Possible Causes
Internal Blacklist: The system has a set of predefined keywords that are prohibited from being used in messages to maintain compliance with regulations and to avoid misuse of the platform.
Violation of Platform Policies: The message includes terms that may be associated with spam, fraud, or other behaviors that are not allowed according to the platform's guidelines.
Possible Solutions
Review Message Content: Check the content of your message for any words or phrases that could be part of the internal blacklist. Common terms related to drugs, adult content, or certain financial transactions could trigger this error.
Modify the Message: If possible, replace the blacklisted words with alternative phrasing that complies with the platform's guidelines.
Contact Support: If you're unsure about which words are causing the issue, contact customer support to get more details on the blacklist criteria and avoid using those terms in the future.