Why didn't my text message send or deliver?

A text usually fails to send for one of a few reasons: your workspace's texting registration isn't approved yet, messaging is turned off, the person replied STOP, the number is a landline or isn't a valid mobile number, the number is marked Do not call, or your plan doesn't include texting. Here is how to check each one.

Your registration isn't approved yet

Before you can send or receive texts, U.S. carriers have to approve your workspace's one-time business registration. Until then the number is reserved but can't send. Open Settings → Messaging to see your status:

• Pending review: carriers are still reviewing your registration. This usually takes 1 to 2 business days, and you'll get an email when it's ready.
• Rejected: something needs correcting. See Setting up text messaging and fixing registration rejections for the fixes we see most often.

Nothing you send goes out until the status shows the number as active and approved.

Messaging is turned off

If someone on your team turned messaging off for the workspace, sending is paused. Open Settings → Messaging and turn messaging back on. Your number stays reserved while it's off.

The person replied STOP

If a contact ever replied STOP (or UNSUBSCRIBE, CANCEL, or a similar word) to one of your texts, we automatically stop sending to that number. This is required by law, so it can't be overridden. The contact has to text START back to your number to opt in again before you can message them.

The number is a landline or isn't a valid mobile

Texts can only be delivered to mobile numbers. If the number is a landline, a voice-over-IP line, or simply mistyped, the text can't be delivered. Double-check the number on the contact and confirm it's a mobile they can receive texts on.

Your plan doesn't include texting

Texting is a paid add-on. If your workspace downgraded or the add-on was removed, sending is turned off even though your number and registration are kept. See How much does texting cost? for what's included, then re-enable the add-on from the Marketplace to start sending again.

The number is marked Do not call

If a number was added with Enrich contact info and came back on the National Do Not Call Registry, it shows a Do not call badge on the contact, and Coastline holds it back from texts your team sends, automation texts, and AI calls. Notices about work already under way, like invoices and appointment reminders, still go through. If you have a reason to reach that person, open the contact and choose Contact anyway next to the number. See How do I find a property owner's phone number and email? for more.

Still stuck?

If none of these explain it, open the Help menu (the question mark in the top bar) and choose Contact support. Tell us the number you were texting and roughly when you sent it, and we'll trace what happened.