The Message Sent Failed issue occurs when a text message from MoeGo is not successfully sent to the intended recipient. This page is a comprehensive guide to help you understand the common issue types, their possible causes, and actionable steps to resolve them.

You can quickly troubleshoot and ensure your messages are delivered successfully by identifying the root cause of the issue — whether it's related to the recipient's device, carrier restrictions, or message content. If further assistance is needed, this guide also outlines when and how to escalate the issue to the MoeGo Support.

1.Landline Number

Landline number error

1.1 Issue error

  • Sent failed error: The recipient's contact is a landline/VoIP number. Contact support to correct if it is a false alert.

1.2 Possible causes

  • The recipient number is a landline or VoIP number that is not capable of receiving the message.
  • The recipient's number was misidentified as a landline due to outdated phone number validation data provided by our SMS service partner.

1.3 Troubleshooting

  • Contact Support: In some cases, the Support team can manually remove this number from the landline list if it is misidentified.
  • Verify the Recipient Number: Double-check that the number belongs to a mobile device.
  • Retry Sending: Wait and resend the message later.

2.Destination Unreachable

Destination unreachable error

2.1 Issue error

  • Sent failed error: The destination handset you are trying to reach is switched off or doesn't have sufficient signal. Please try again later.
  • Sent failed error: The destination number you are trying to reach is unknown and may no longer exist, or belong to a landline. Please check the number and try again later.
  • Sent failed error: This message was sent to a landline or an unreachable carrier. Please try again or contact support to investigate.

2.2 Possible causes

  • The destination handset is turned off, has insufficient balance (for prepaid numbers), or has a suspended service.
  • The device does not have sufficient signal due to network issues or congestion.
  • The recipient’s number belongs to a landline or a carrier that cannot receive SMS.
  • There is an issue with the recipient's mobile carrier as business numbers (A2P) are subject to more restrictions for certain carriers.

2.3 Troubleshooting

  • Verify the Recipient Number: Ensure the number is correct and belongs to a mobile device.
  • Confirm Network Availability: Use a different phone to send a message and confirm the number is reachable and the device has sufficient signal.
  • Retry Sending: Wait and resend the message later.
  • Contact Support: If issues persist, escalate the error and message details to the Support team.

3.Message Filtered

Message filter error
Sensitive terms error

3.1 Issue error

  • Sent failed error: This message was blocked by the carrier as it contains sensitive terms violating the A2P communication regulation. Please revise or rephrase your message and resend.

3.2 Possible causes

  • The message content was flagged as spam or sensitive by the carrier's filtering system.
  • The message was blocked as objectionable or unwanted content by the recipient's wireless carrier.
  • Your MoeGo number has been reported for spam-like activity.
  • The recipient opted out of receiving messages from your MoeGo number.

3.3 Troubleshooting

  • Identify sensitive content: Firstly identify if there is any sensitive content in the message. (Follow A2P messaging regulations on MoeGo SMS Message Best Practice.)
  • Revise the Message: Rephrase or remove sensitive terms and try resending.
  • Contact Support: Reach out to the Support team for assistance with content compliance or persistent issues.

4.Unknown Error

Unknown error

4.1 Issue error

  • Sent failed error: This message was undelivered due to an unknown error. Please try again or contact support to investigate.

4.2 Possible causes

  • A temporary technical issue occurred on the sending carrier’s or MoeGo’s system.
  • The error message is generic, and no further details are available from the provider.

4.3 Troubleshooting

  • Retry the Message: Wait for a few minutes and resend the message.
  • Contact Support: If still sent failed, provide the error message and details to the Support team for investigation.

5.Carrier Registration Latency

Latency error

5.1 Issue error

  • Sent failed error: This message was undelivered due to carrier registration latency. Please try again after 10 minutes. Contact support if the issue persists.
  • Sent failed error: This message was undelivered due to carrier registration latency. Contact support if the issue persists.

5.2 Possible causes

  • Carrier registration delays for A2P messaging systems affect message delivery for a wide range of clients.
  • A client recently switched carriers, resulting in temporary delivery delays for that individual.

5.3 Troubleshooting

  • Wait and Retry: Allow at least 10 minutes before resending the message.
  • Confirm with Client: For individual cases, check with the client if they recently switched carriers. Allow up to 5 business days for carrier updates to take effect.
  • Escalate to Support: If the issue persists beyond the waiting period, contact the MoeGo Support team for further assistance.

6.Successfully sent but not received

6.1 Issue Behavior

  • Description: The message shows as “sent successfully” in the MoeGo Message Center, but the recipient claims they did not receive it.

6.2 Possible causes

  • The recipient’s number has blocked your MoeGo number.
  • The recipient’s number on file is incorrect or does not belong to the intended client.
  • The recipient’s device is in roaming mode, or the client is currently abroad.

6.3 Troubleshooting

  • Verify the Recipient Number: Double-check that the phone number is correct and reachable.
  • Power Cycle the Device: Ask the client to turn their phone off and on again to reset network connections.
  • Retry the Message: Wait a few minutes and resend the message.

Frequently Asked Questions

Q: How do I check if my message content violates carrier guidelines?

A: We recommend referring to Twilio's detailed guidelines on message categories that may lead to restrictions.

Q: Why the same message can be sent from your personal phones and arrive on client's end but not within MoeGo?

A: There are various possible causes, but the distinction arises from the different classifications of messages: A2P (Application-to-Person) for business messages and P2P (Person-to-Person) for personal messages. Business messages (A2P) are subject to more restrictions, ensuring compliance with industry standards and regulations, which may lead to variances in message delivery experiences between personal devices and the MoeGo platform.

Q: Why don’t clients out of service receive messages after back in service?

A: This depends on the recipient's carrier network configuration. Some carriers retry delivering messages once the recipient’s phone is back in service, while others do not.

Feel free to reach out to the MoeGo Support Team if you have any further questions!