SMS isn't being delivered.

A customer (or you) isn't receiving an expected SMS. Walk through the common causes.

First, narrow down the direction

"SMS not delivered" can mean two different things:

1. You're not getting customer messages. Customer fills in the widget, you don't get the SMS to your phone.
2. Customers aren't getting your replies. You reply from your phone, they say nothing arrives.

The fixes are different. Find which case you're in.

Case 1. You're not getting customer messages

Check the inbox first

Go to your TapText inbox. Did the message land there? If yes, the customer side worked, the issue is the SMS forward to your phone.

Confirm forwarding is on

Go to Settings, Forwarding. Check that your business mobile is verified and that "forward inbound widget messages" is toggled on.

Check your phone's spam filters

Some Australian carriers route messages from new sender numbers (your TapText AU number is new from your phone's perspective) into a spam folder. Check Messages, Filters, Unknown Senders on iPhone, or your carrier's spam filter.

Add the TapText number as a contact

Save your TapText AU number as a contact in your phone called "TapText". Carriers and phones treat known contacts as trusted, which helps with deliverability.

Case 2. Customers aren't getting your replies

Check the conversation in the inbox

Open the conversation in the TapText inbox. Look at the delivery status next to your reply:

• Delivered. The carrier accepted the message. If the customer still says they didn't get it, see Customer says they didn't get a reply.
• Failed. The carrier rejected the message. Click into the failure for the reason.
• Pending. Stuck somewhere. Wait 5 minutes, then refresh.

Common failure reasons

• Invalid number. The customer typed the mobile wrong in the widget. There's no way to recover this short of getting the right number from them.
• Recipient unsubscribed. The customer (or someone using their number) has texted STOP at some point. See STOP and opt-out.
• Carrier filtering. Rare. Australian carriers occasionally filter messages they consider commercial or bulk. If this keeps happening across multiple recipients, email us.

Test it yourself end-to-end

The fastest way to confirm everything is working: from a friend's phone (not yours, since you're the owner), submit a message through your widget. Confirm:

1. You get the SMS on your business phone
2. The conversation shows up in your inbox
3. You reply from your phone
4. Their phone receives the reply

If any step fails, you've narrowed it down.

Still stuck

Email hello@taptext.com.au with:

• Conversation ID from the inbox (in the URL)
• Approximate time the message was sent
• What you expected to happen vs what did