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Why aren't guests receiving my text messages?

If you find that some guests aren't receiving your SMS text notifications, don't panic - the issue is rarely widespread. Here are some of the most common reasons a guest may not receive a text:

Updated over a week ago

NextMe has a strong SMS delivery success rate of over 98%. However, in the rare instances where text messages are delayed or never received, here are some common culprits:

  1. Incorrect Phone Number: Some guests may accidentally provide the wrong phone number or submit a landline number that is incompatible with text messaging. To troubleshoot, double check the phone number on file for the guest and confirm with them that it's a mobile number.
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  2. Poor Network Connection: To receive texts in a timely manner, guests need to have a strong network connection. If your business is in an area with poor cell reception (will vary by carrier) guests may experience a delay when receiving texts. Rest assured, when you send a text via NextMe, the message has been sent. When it's received is dependent on when the guest is back in cell network range.

  3. T-Mobile Customers: Guests on the T-Mobile network may occasionally experience issues receiving text messages due to a unique blocklist setting that prevents text messages from any business lines. Check out our article on this T-mobile setting to learn more.

  4. International Phone Numbers: Each country has their own set of text messaging rules and regulations. Many countries can receive text messages from U.S. lines, but there are some notable exceptions. Check out our article on international phone numbers to learn more.

  5. Replied "STOP": If a guest has replied "STOP" to any of our messages in the past, they have been opted out from receiving text messages from NextMe phone lines. They can undo this by texting "START" in the same thread to opt back in.

  6. Message Contains Prohibited Keywords: This is rare since we prevent you from including many keywords that are prohibited by cell carriers when you customize your SMS notifications. If your messages include any language that relates to Sex, Hate, Alcohol, Firearms, and Tobacco (often referred to as SHAFT), cellular networks will automatically block the delivery of your messages. Review this detailed list of Forbidden Message Categories to make sure you are not violating any guidelines.

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