Documentation Index
Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt
Use this file to discover all available pages before exploring further.
Message delivery errors and troubleshooting
Get messages through, fast. This guide shows you what each status means, how to fix failures, and what to send support if you need help.TL;DR: your fastest path to fix messaging problems
- Open the status badge. If it’s Failed, click/tap to see the error reason.
- Retry smartly. Click Resend Message or send a short, plain-text message without links or media.
- Check the basics. Is the number mobile and formatted E.164 (
+15551234567)? - Registration matters. Make sure your line is A2P 10DLC-registered (local) or verified (toll-free).
- If urgent, use another channel (call/email) while you troubleshoot.
What message delivery statuses mean and what to do
| Status | What it means | What you should do |
|---|---|---|
| Delivered | Carrier confirmed delivery. | If your contact says “didn’t get your message,” resend a short message without links or media. |
| Sent | Handed to carriers; final delivery pending. | Wait for an update. Carriers don’t always reply with a delivery status. If it stays “Sent,” try a short follow-up. |
| Queued | Throttled to protect deliverability. | Leave it; the queue clears automatically. Heavy team usage on one line may extend queue time. |
| Failed | Carrier/network rejected delivery. | Use the error reason below → fix → Resend. |
Inbound messages show a timestamp only (no delivery status).
Twilio BYOC numbers: Messages sent from external systems (not MessageDesk) using your Twilio number appear in MessageDesk with a “Sent” status but don’t receive delivery status updates. To track delivery status, send messages directly from MessageDesk.
Top 3 reasons messages fail and fixes
- Landline or unreachable number
- Signs: Invalid Number (2), Destination Unreachable (5)
- Fix: Confirm it’s a mobile number, correct formatting to E.164, and request an updated number if needed.
- Content filtered as spam / out of campaign scope
- Signs: Anti-spam (4), Invalid Message (3), Invalid Short Link (13)
- Fix: Remove short links, ALL CAPS, and promo buzzwords. Add identity and “Reply STOP to opt out.” Use full or branded URLs.
- Throughput or registration limits
- Signs: Carrier Error (7), Rate Limit Exceeded (16), Unregistered 10DLC (14), Pending Registration (17), Campaign Suspended (18)
- Fix: Complete 10DLC or toll-free verification. Schedule large sends in waves. Contact support if suspended.
Error reasons (codes): quick fixes
Click a Failed badge to see a reason why your message failed to send. Use this table to resolve and resend.| Code | UI message | What it means | What you should do |
|---|---|---|---|
| 1 | Unknown Error | Generic failure. | Retry once; if it persists, contact support with thread link/time. |
| 2 | Invalid Number | Landline/invalid/typo. | Use a mobile number; fix number formatting to E.164. |
| 3 | Invalid Message | Content blocked. | Remove blocked phrases/formatting; comply with campaign terms; resend. |
| 4 | Anti-spam | Filtered as spam. | Add opt-out, reduce links/ALL-CAPS; segment; ensure 10DLC. |
| 5 | Destination Unreachable | Not valid on network. | Confirm with contact; update or remove. |
| 6 | Insufficient Funds | Billing/credits issue. | Update payment; retry after funds post. |
| 7 | Carrier Error | Downstream network issue. | Retry later; if recurring, contact support. |
| 8 | Media Error | Unsupported/corrupt media. | Re-attach supported types; keep ≤ 10 MB each. |
| 10 | Opted Out | Recipient opted out. | Don’t resend; re-opt-in via a compliant path only. |
| 11 | Blocked | Recipient/workspace block. | Unblock only if compliant and intended. |
| 12 | Unverified Toll-Free | Toll-free not verified. | Complete verification; resend. |
| 13 | Invalid Short Link | Generic shortener blocked. | Use full or branded links. |
| 14 | Unregistered 10DLC | Local number unregistered. | Register brand/campaign; resend post-approval. |
| 15 | Media Too Large | Attachment too big. | Compress; keep ≤ 10 MB (files > 500 KB send as links automatically). |
| 16 | Rate Limit Exceeded | Throughput/daily caps hit. | Schedule in waves; upgrade throughput via registration. |
| 17 | Pending Registration | Awaiting 10DLC association. | Wait (up to 24h), then resend. |
| 18 | Campaign Suspended | Registration suspended. | Contact support; fix compliance; reinstate. |
Deliverability checklist
- Identify yourself: “Hi [Name], it’s [Business]…”
- Consent and opt-out: Include “Reply STOP to opt out.”
- Keep it short: One clear purpose per message.
- Avoid shorteners: Use full/branded URLs.
- Right-size media: ≤ 10 MB each; prefer images over video.
After porting or hosting a number with MessageDesk
- 0–24 hours: SMS/MMS may be inconsistent while routes update.
- 24–48 hours: Most issues resolve.
- 48+ hours: Collect examples and contact support.
Test with 2–3 contacts on different carriers (Verizon, AT&T, T-Mobile) and save timestamps/screenshots.
What to send MessageDesk support for help
Email support@messagedesk.com with:- 3+ failed examples (dates/times, recipient numbers)
- Exact error details (screenshots of status/reason)
- Recipient carriers (if known)
- Your message content (including any links)
- Which sending number you used
Reference (additional details)
How statuses appear in the UI
- Outbound:
10:42 AM | Delivered ✓(timestamp | status + icon) - Failed: Red/error styling; click to open details and Resend
- Media: Status shows even without text content
- Inbound: Timestamp only (no status)
MMS and media tips
- Keep images under ~1 MB (hard max 10 MB).
- If repeated failures occur, share a file link instead of attaching video.
- HEIC/JPG/PNG/GIF/PDF supported; files > 500 KB send as links automatically.