Sections

• Issue
• Environment
• Resolution

Issue

Customers report SMS requests are not going through as expected.

Environment

Resolution

There are three common scenarios for SMS requests not going through: 

Duplicate phone number on record

With RechargeSMS, if your customer has sent SMS commands but the system does not reply, their phone number may be entered twice. SMS prioritizes the first contact made with the phone number on the customer profile. To remove the duplicate entry, reach out to the Recharge support team.

Store phone number not verified

If your customer's requests are not going through and they do not have duplicate phone numbers, there may be a store phone number verification issue. In 2022, phone networks implemented spam filtering to address toll-free and fraudulent phone calls. RechargeSMS store phone numbers that are not verified may be flagged in spam filtering workflows by phone networks. To fix this, reach out to the Recharge support team and provide the following information:

• Business Address (Street, City, State, Zip)
• Business Contract (Name, Phone, Email)

The Recharge support team will work with the RechargeSMS to verify your store phone number. 

Issues with Twilio 

RechargeSMS uses Twilio as the sending platform and there may be a number of reasons messages might not be sent or received on their end. Check out Twilio's Common Causes document for further information.