If an SMS marked 'Sent' or 'Delivered' in Sakari fails to reach the handset, there may be an issue with the outbound number, the receiving number, or the message itself.  Follow the troubleshooting steps below to help identify the issue.

If you're testing delivery from a new or changed number, please review Testing message delivery - six steps for success.

Troubleshoot the outbound number

Similar to SMS sent from your mobile, SMS from Sakari is sent from one number to another.

Was the message sent from the intended outbound number?

The message panel in Sakari displays the outbound number used.

• If the outbound number is incorrect, Archive the Conversation to the recipient and send the message again

Does the outbound number support sending SMS to the recipient number's country of origin?

A Sender only supports sending SMS to the countries specified in Countries Served (the example below is for a US local area code number).  Find the Countries Served by clicking into the Sender in Senders.

• If the country is unsupported, Archive the Conversation to the recipient and use a supported number to send the message

Is message registration against the outbound number completed and approved (required in the US and UK)?

• US local numbers - see 10DLC FAQ
• US toll-free numbers - see Toll-Free (US and CA) Verification Overview
• UK +44 numbers and Alphanumeric Sender IDs - please complete this form

Troubleshoot the receiving number

The following are simple checks to make with a recipient who reports that a message was not received.

• Is the Contact record blocked in Sakari?
  • Contacts are blocked in Sakari when they text in an opt-out keyword (e.g. STOP), or manually via the Hub.  If blocked, the end-user must text START to your dedicated Sakari number to unblock their Contact record (see Sakari support for carrier opt-in keywords)
• Has the receiving number texted START to the outbound number (US Trial accounts only)?
  • Prior opt-in via the START keyword is required from all contacts added to a US-based Sakari Free Trial account, while the number is attached to the Platform Free Trial
• Is/was the destination mobile device powered on?
• Does/did the mobile device have sufficient signal?
  • If not, power the device off, wait 30 seconds, and then power it back up.
• Is/was the device connected to the home carrier's network?
  • We cannot guarantee message delivery on devices roaming internationally or off-network.
• Can the mobile device receive other text messages?

Troubleshoot the message

The following are best practice checks for maximising deliverability.  See also: SMS Deliverability Guidelines

If you answer 'No' to any of these questions, revise your message content and send the message again.

• Does/did the message include opt-out instructions?
  • Most carriers require that SMS messages include wording such as "Reply STOP to cancel".
• Is/was the message 'business-like' in nature?
  • Avoid using one-word messages like 'test' or 'hello' as carriers may filter these as SPAM
• Does/did the message include personalisation for the recipient?
  • Impersonal messages can sometimes be identified as SPAM by the carriers
• Can other devices with numbers from the same mobile provider receive the same message?
  • If the message is received on the other device, the message is being filtered at the handset.  This does not affect other end-users
• Can other devices using different mobile number providers receive the same message?
  • If the message is delivered to devices on other networks, but not the original, then the mobile number provider is filtering the message before it reaches the handset, and may affect other end-users
  • Collate examples of the messages (including contact name, contact number and sending number) and open a ticket with Sakari Support at help@sakari.io