Why a Message Did Not Reach Someone

MojoTxt records what happened to every message for every person. If someone says they didn't get a text, you can usually find the reason in a minute or two.

Check one person

1. Make sure the right number is selected, if your account has more than one.
2. Open People and search for their name or number. If they aren't there, they aren't on this number.
3. Look at the top of their page. Opted out means they texted STOP. Blocked means someone at your church blocked the number. Messages can't reach them in either case.
4. Under Subscriptions, check that they are subscribed to the list you sent to. If the button beside the list says Subscribe, they aren't on it.
5. Open the actions menu at the top right of their page and choose View Message Log.
6. Find the message in the list. If it isn't there, it was never sent to them. If it is, look at the Delivery column.
7. Press Details on that row to read what happened and what to do next.

What the delivery status means

Status	What it means
Queued	The message is waiting to be sent. We release messages at a rate set by your registration, so a large send can take a while. If a message stays Queued for a long time, contact us.
Sent	The phone company has the message but hasn't confirmed delivery.
Delivered	The phone company says it was delivered.
Not Delivered	The phone company took the message but could not deliver it.
Error	The message failed. If it never reached the phone company, it uses no credits.

Phone companies don't send delivery receipts for picture messages. For an MMS, Sent and Delivered both mean only that it reached the phone company.

If a message shows Sent or Delivered and the person didn't get it, the phone may have been off, out of coverage or roaming, or the phone company may have had a short outage. A phone company may also report a message as delivered even when it blocked it. If none of the other causes fit, see Fix Carrier Blocking.

Common reasons and what to do

Reason shown	What to do
Landline Or Non-Text Line	Ask the person for a mobile number.
Number Deactivated or Invalid Number	Ask for their current number, then use Change Phone Number… in the actions menu on their page.
Phone Unreachable	Their phone may be off or out of coverage. Try again later.
Recipient Opted Out	They replied STOP. See Opting Back In After STOP.
Blocked By Recipient or Rejected By Phone	Ask them to check their phone's blocking and message settings.
Flagged As Spam	The phone company filtered the wording. Review the message for links, ALL CAPS and urgent requests for money. See Fix Carrier Blocking.
Link Rejected	Use the full web address instead of a public shortener like bit.ly.
Can't Receive Pictures	Send them a text-only message.
Picture Too Large	Attach a smaller image. See Send a Picture.
Number Not Registered or Registration Not Active	Your number's registration isn't complete. See Carrier Registration.
T-Mobile Daily Limit or Daily Limit Reached	You reached the number of messages your registration allows in a day. Contact us if this happens often.
AT&T Sending Limit or Sending Limit Reached	You sent faster than the phone company allows. Send again a little later, and contact us if this happens often.

For any other reason, hover over the status or press Details. The wording tells you whether the problem is on the person's side or yours.

Check a whole message

1. Open Messages and go to the Sent tab.
2. Press Delivery log on the message.
3. Look at Delivery Rate. Press the number of failed or unconfirmed messages to list just those people.
4. Press Details on any row to see the reason.

If a message shows Failed in your Messages list, the reason is printed under it. Pending Review means our team is checking it, and it sends automatically once approved. If a message says Rejected, please contact us.

People who were unsubscribed automatically

If Auto-unsubscribe is checked on the General tab of Settings, someone is removed from your lists and daily programs after the last 5 messages to them come back undeliverable. Messages a phone company blocked or filtered don't count toward the 5.

To put them back:

1. Open People. A Restore button appears, with a count, when anyone on this number was removed this way.
2. Press Restore, then narrow it down by list or date if you want to.
3. Press the button to restore them, and confirm.

They go back on the same lists and programs they were on. Anyone who has texted STOP is skipped.

Other reasons

• The same person got two sends in a row. If an identical message went to someone moments before, the second is dropped and shows Duplicate Message. They have the first copy.
• They were added after the message sent. Only people on the list when a message goes out receive it.
• You're on a free trial with too few credits. See Credits and Message Length.

If the problem continues

• One person: confirm you have the right mobile number and that they can get texts from other people. Then send them a message from their page in People or from Conversations. If it arrives, the first problem was likely temporary. If it doesn't, follow Fix Delivery to One Person.
• A group of people: this can be a local outage at a phone company. If it lasts more than a day or two, the likely cause is blocking. See Fix Carrier Blocking.

Still having trouble? See Contact Support.