Troubleshooting
A text didn't go out
Find why a text to a customer didn't send or arrive — texting off, registration, the balance, STOP, a number that can't take texts, switched off for the customer, quiet hours — and fix it.
- 3 min read
- Checked against MoveBoard
- For sales, dispatchers, owners & admins
On this page
Work down the list — the first one that matches is your answer.
1. Look at the text itself
Open the order's conversation (or Messages › SMS). Every text is kept with its status. A text that didn't go says why next to it — not sent — number can't receive texts, never arrived, failed, or a reason in words. If it isn't there at all, it was never sent: an automatic text that was skipped says why in the order's Workflows run log.
2. Texting is off or not ready for your company
Nothing is texted when:
- SMS feature is turned off for the company — Enable SMS is off in Settings › Communication › Text messages.
- the company is not registered for A2P 10DLC — your texting registration isn't complete yet. See Texting registration (A2P 10DLC).
- the texting balance is used up — the prepaid balance is $0. The Balance & usage page shows Services paused — Texting is unavailable until funds are added. If the card was declined three times, auto-recharge pauses (Declined 3 times — update the card or top up). See Texting balance and auto-recharge.
3. The customer replied STOP
… has opted out of texts or Not sent: this customer opted out of texts (they replied STOP).
Their number is on your opt-out list, and nothing is texted to it again until they text START. The office can't undo a STOP — call or email instead.
4. The number can't take texts
Not sent: this customer's number can't receive texts. — the number is impossible (not ten digits, or an area code starting with 0 or 1) or the phone company rejected it. The Customer card shows This number can't receive texts. Fix the number and text again.
A landline isn't refused, but the text never arrives — the log says never arrived or failed. Ask for a mobile number.
5. Switched off for this customer
Not sent: this customer cannot be texted right now. — one of these is off:
- the Customer card's SMS status — texts are switched off for this customer,
- texts on this order — texts are switched off on this order,
- an additional contact's Receive SMS — texts are switched off for this additional contact.
Switch it back on if the customer wants texts. Orders brought in by an import can come in with texts off.
6. No phone number
Not sent: this customer has no phone number on the order. — add one on the Customer card.
7. It's waiting for the morning
Workflows keep quiet hours: an automatic text due between 8 PM and 8 AM waits until 8 AM. A text you send yourself always goes at once. See When messages go out.
8. The template is off
Not sent: the configured message is no longer active. or Not sent: no arrival-time message is set up. Please contact your administrator. — the template behind an automatic text is switched off or missing. Switch it on in Settings › Communication › Templates.
Still not sure? Not sent: the message could not be sent. Please try again. means the text provider didn't take it — try again in a minute.
Related guides
- Email, texts & callsTexting rules and opt-outsWho MoveBoard won't text and why — customers who replied STOP, numbers that can't receive texts, switched-off contacts — and the consent line on your website forms.
- Email, texts & callsTexting registration (A2P 10DLC)Why US carriers require your company to be registered before you can text customers, what MoveBoard does about it, and how to tell where your registration stands.
- Email, texts & callsTexting balance and auto-rechargeThe prepaid balance that pays for your texts (and the AI receptionist) — top it up, keep it topped up automatically, and what happens at $0 or when a card is declined.
- Email, texts & callsWhen messages go outWhat time your automatic emails and texts reach customers — right away, at a set hour, or held until morning by quiet hours — and why a message you send yourself always goes at once.
- Email, texts & callsThe Messages pageEvery customer conversation in one place — unread first — with the reply box, templates and AI help, plus the SMS log and an overview of what MoveBoard sends by itself.
- Moving industry know-howTexting rules: A2P 10DLC, consent and quiet hoursWhat US carriers and the law expect from a business that texts customers — 10DLC registration, consent, STOP, quiet hours and content — and what MoveBoard does for you.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.