T-Mobile offers a setting that blocks all SMS sent from business-type sender numbers - including Short Codes, Toll-Free numbers, and 10DLC-Routed Long Codes. When this setting is enabled on a guest's account, they will not receive any business SMS messages, including NextMe notifications, OTP codes, and appointment reminders from any SMS provider - not just NextMe. This is a T-Mobile account-level setting that the guest controls. NextMe cannot override it.
When to use this article
A guest with a T-Mobile number is not receiving your text messages
You have confirmed other guests are receiving messages fine but a specific T-Mobile guest is not
A guest tells you they are not receiving SMS notifications from any business
You want to understand T-Mobile's SMS blocklist setting and how it affects NextMe
How common is this?
This affects a very small subset of T-Mobile customers. NextMe's overall SMS delivery success rate is over 98%. If only one or two guests are not receiving messages and they are on T-Mobile, this setting is the most likely cause.
What the guest needs to do
The guest must contact T-Mobile Support directly to remove the setting. NextMe cannot do this on their behalf.
Call 611 directly from the T-Mobile device that is not receiving messages - this is the fastest option
Alternatively, call 1-800-937-8997 from any device
Request that the "Toll-Free and Shortcode Blocklist" setting be removed from their account
Once removed, NextMe SMS notifications will deliver normally
What you can do as a host
If you are seeing this pattern with T-Mobile guests, consider adding a note to your signage or check-in area. Suggested wording:
"T-Mobile users: if you are not receiving text notifications, T-Mobile may have a setting blocking business SMS on your account. Call 611 from your T-Mobile phone and ask to remove the Toll-Free and Shortcode Blocklist setting."
FAQ
1. Is this a NextMe problem?
No. This is a T-Mobile account-level setting. Guests with this setting enabled will not receive business SMS from any provider - not just NextMe. Our overall delivery rate is over 98%.
2. Can NextMe fix this for the guest?
No. The guest must contact T-Mobile directly. Call 611 from the T-Mobile device or 1-800-937-8997 from any device and request removal of the "Toll-Free and Shortcode Blocklist" setting.
3. Which T-Mobile customers are affected?
Only a small subset of T-Mobile customers who have this blocking setting enabled. Most T-Mobile guests receive NextMe messages without any issues.
4. Will T-Mobile fix this on their end?
T-Mobile may update this setting in the future in response to customer feedback. In the meantime, the only resolution is for affected guests to contact T-Mobile directly.
5. My guest is on T-Mobile and still not receiving messages after removing the setting - what now?
If the setting has been removed and messages are still not delivering, contact our support team. There may be another delivery issue to investigate.
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