Docs/TroubleshootingTroubleshootingiMessage
Why are some of my messages failing?
A handful of failures is normal messaging life. Near total failure is a different problem. Start by working out which one you are looking at.
Some messages failing
Partial failure does not mean your line is burned. Every messaging channel loses some messages, and the usual causes are boring.
The problem
Failures cluster on specific contacts from one list or import
The fix
Open the failures in analytics and check whether they cluster on one list or import. Correct or remove those contacts before sending to them again.
The solution
The invalid contacts stop failing, and the rest of the line keeps sending normally.
The problem
The same contact fails every single time you try
The fix
Check the contact's message history. A number that fails across days, on every attempt, is disconnected or dead. Remove it from rotation.
The solution
The dead contact stops consuming capacity, and your failure rate settles back to normal.
The problem
Failures appear during your heaviest sending window
The fix
Compare the failure timing against your send schedule. If failures spike when volume peaks, spread the sends out or add capacity.
The solution
The line works through its queue without dropping messages at peak.
The problem
Failures appear briefly, then stop on their own
The fix
Nothing to do in the moment. Confirm in analytics that the failure rate returned to baseline within the hour.
The solution
That was a temporary delivery issue, which is normal messaging life. No action needed.
Nearly everything failing
This is the pattern that matters, because it points to a line or device issue rather than bad numbers.
The problem
Essentially every outbound message on a line starts failing
The fix
- 1Pause new outreach on that line right away.
- 2Contact our team with the line name and today's numbers.
The solution
We identify the restriction on our side and get the line delivering again.
What to check
Look at these together, not one at a time
- Total response rate for the line
- Today's line usage against its capacity
- How much volume you are currently pushing
- Failure rate now versus the past few days
- Whether both iMessage and SMS traffic are affected, or only one
Definitions for each of these live in Sendify analytics, and how to interpret them together is in line health.
When to contact us
Reach out if failures keep climbing after you have ruled out list quality, if a line goes from working to almost entirely failing, or if both delivery paths stop at once. Bring the numbers above with you and we can move much faster.
Still need a hand?
If your volume is going to run past the daily or hourly limits, or something is not behaving the way these docs describe, talk to our team.