Preventing SMS Blocks and Spam Flags

HiFiveStar SMS Deliverability Troubleshooting Guide

If your messages are getting stuck in 'queued' status or haven’t been delivered, it’s usually a temporary issue related to the recipient's carrier, device, or message settings. HiFiveStar’s system is built to ensure reliable message delivery, but in some cases, external factors may prevent your messages from being received.

Symptoms:

• Messages remain queued for an extended period.

• Messages aren’t reaching the intended recipients.

Why This Happens:

While HiFiveStar's system ensures smooth delivery, occasional delays or non-delivery usually stem from issues with the recipient’s carrier, device, or message filtering settings. These one-off issues are typically outside of HiFiveStar’s control and are usually resolved by trying another recipient or resending the message later.

Possible Causes:

• Recipient's Carrier Issues:
  The recipient’s mobile carrier may be experiencing delays, outages, or network congestion.

• Message Filter Settings on the Recipient’s Phone:
  Some phones automatically filter SMS messages into a "spam" or "blocked messages" folder. The recipient may need to check these settings.

• Incorrect Phone Number:
  If the number is entered incorrectly or is missing the proper format, the message won’t reach the intended recipient. Ensure that each phone number includes the country prefix, begins with "+", and has no spaces (e.g., +391234567890).

• Phone Memory or Settings:
  If the recipient’s phone is out of storage or has settings that block unknown numbers or short codes, messages may not be received.

CSV File Bulk Sending Instructions:

For users uploading a CSV file for bulk sending, the file should contain two columns:

1. The first column should include the recipient's name.

2. The second column should include the phone number (with country prefix, starting with "+" and no spaces, e.g., +391234567890).

Important:

• Do not include any headers (like "Names" or "Phone Numbers") in the file.

• The maximum supported CSV file length is 100 entries.

Quick Fixes and Solutions:

1. Wait and Try Again Later:

   • Often, the issue resolves itself after a short period, especially if it’s related to the recipient’s carrier. Waiting a little while before resending can solve the problem.

2. Send to Another Recipient:

   • Try sending the message to another recipient to verify that your sending is functioning normally. If the message goes through, the issue is likely with the original recipient's carrier or device.

3. Check Phone Number Format:

   • Double-check that phone numbers are entered correctly, including the "+" prefix and no spaces (e.g., +391234567890). Incorrect formatting can prevent messages from being delivered.

4. Ask the Recipient to Check Their Settings:

   • If the recipient isn’t receiving the message, they may need to check their phone’s SMS settings or spam folder.

Temporary Solution:

If the issue persists, you can also link your own Twilio or Telnyx account to HiFiveStar and continue sending messages.

Conclusion:

In most cases, SMS delivery issues are temporary and related to the recipient’s carrier or device settings. By following these tips, you can ensure smoother delivery. If the issue continues, feel free to reach out to HiFiveStar support for further assistance.

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