SMS reminder not delivered

SymptomCopy Anchor Link

A registrant says they didn't get your Welcome SMS or Reminder SMS, or some registrants got it and others didn't.

Why it happensCopy Anchor Link

Most texts arrive within seconds. When one doesn't, it's usually for one of these reasons:

• The number can't receive texts, for example a landline or office number.
• The number is wrong: a missing digit, the wrong country, or a number that's no longer in use.
• The phone was off or out of signal for a long time.
• The person replied STOP to an earlier text, which stops further texts to them.
• Their mobile network filtered the message as spam, which can happen to texts with shortened links or wording that reads like an advert.

Fix itCopy Anchor Link

1. Send a test to yourself. Use Send Test SMS on the message, picking your country from the flag dropdown. If it arrives, the message itself is fine and the cause is on the registrant's side.
2. Check the number. Keep the Phone field on your registration form with its country selector, so people pick their country rather than typing a dialling code, and ask for a mobile number.
3. Use full links and plain wording. Use your webinar's own join link rather than a link shortener, and keep the text factual: the webinar's name, the time and the link.
4. Ask an opted-out registrant to reply START to the number the texts came from if they want texts again.

Verify the fixCopy Anchor Link

Send Test SMS arrives on your phone with the merge fields filled in. For registrants, email reminders keep going out as normal, so they still hear from you.

Related problemsCopy Anchor Link

One text arrived as twoCopy Anchor Link

It hasn't; the registrant sees one message. A longer text is carried in segments and each is charged. See what a segment is.

Replies don't reach meCopy Anchor Link

Texts come from an EasyWebinar number, not your own, so replies don't reach your phone. Put an email address or link in the message for questions.

A WhatsApp message didn't arrive eitherCopy Anchor Link

WhatsApp has its own reasons, such as limits on marketing messages. See WhatsApp message not delivered.

Prevent it next timeCopy Anchor Link

Ask for a mobile number and permission to text on your registration page, keep reminders short and factual with a full link, avoid sending the same text twice, and test every message with Send Test SMS before your webinar.

Common questionsCopy Anchor Link

Why did one person get the text and another didn't?Copy Anchor Link

Usually the second number is a landline, mistyped, or belongs to someone who replied STOP.

Someone replied STOP. Can I still text them?Copy Anchor Link

No. Their choice is respected for further texts. They can reply START to the same number to receive texts again, and they'll still get your emails.

Can I resend a text that wasn't delivered?Copy Anchor Link

Only if the cause was temporary, such as a phone that was switched off. Resending to a landline or someone who replied STOP won't work.

Do links get my texts blocked?Copy Anchor Link

Shortened links are a common reason networks filter texts. Use the full join link.

Do registrants still get my emails?Copy Anchor Link

Yes. Email reminders are separate and go out as normal.

Still stuck?Copy Anchor Link

Contact EasyWebinar support with the webinar name, the registrant's country, the time the text should have gone out, and a screenshot of the message settings. Don't share registrants' full phone numbers in public screenshots.

Next stepsCopy Anchor Link

• SMS rates by country: segments, and how SMS is charged.
• WhatsApp message not delivered: the WhatsApp version of this page.
• Webinar reminder emails: where text reminders are set up.