Fix text messages that fail to send

In Nuteq, a text that fails to send almost always comes down to one of a few carrier-side reasons, and Connections shows you which one so you know exactly what to check.

No texts are sending at all

Open Connections and check the Text messaging registration card. If it shows anything other than approved, your business hasn't finished the carrier check texting requires yet. The card tells you exactly what stage you're at and whether anything needs your input; see Register your business to send texts.

One customer never gets a reply

That customer most likely replied STOP to a previous text, which opts them out of texts, calls, and WhatsApp from your business until they text START back to the same number. You can't undo an opt-out on their behalf. If they didn't mean to opt out, ask them to text START to your number.

Texting stopped after adding a new number

A newly added US number links to your approved registration automatically, which normally takes a few minutes. If it's been longer than that and the number still can't text, open its card in Connections. If linking failed, a "Try linking again" option appears there.

A specific number can't send texts

Toll-free numbers can't complete the registration texting requires today, so a toll-free number never sends texts even once your business is otherwise approved. Use a regular local number for any line that needs to text. Canadian numbers don't need registration and can already text without it.

You've reached your monthly text limit

Texting is metered against your plan's monthly allowance. If you've used it up, sending pauses until the next billing cycle or until you move to a plan with a higher allowance; see Billing and plans.

Still stuck

Contact support with the phone number and, if you have it, the message that failed.