Why was my SMS campaign delivered late to users?
If your campaign was delivered later than expected, first check whether there's another campaign already live. SMS delivery is prioritized based on the activation time, and earlier campaigns are processed first. Delivery speed can also vary depending on factors like your campaign volume, number of message parts, simultaneous active campaigns, SMS type, and potential delays on the telco side.
The campaign shows as sent, but a user is reporting they never got the message. What should I do?
A "Sent" status means the message left Insider One's system and was handed off to the carrier; it doesn't confirm the message actually reached the device. From that point, delivery depends on factors outside the platform: the recipient may have been roaming, their inbox could have been full, or there may have been a delay or drop on the carrier's end.
Navigate to the Undelivered Messages section in SMS Analytics to see if a delivery report came back from the carrier and what it says.
What is 'Delivery Pending' in Undelivered Messages in SMS campaigns?
Delivery Pending is the number of Sent messages with no delivery reports received yet from the service provider. Our system is waiting for delivery reports from the provider. If the system can't receive any delivery report for any messages within 24 hours, these messages will be marked as Delivery Report Missing. If everything looks as expected but the issue persists, you can create a ticket to get support from the Insider One team.
Why did my SMS messages fail or not get delivered to some users?
There are a number of reasons a message can end up undelivered or dropped. Navigate to the Unsuccessful Messages section in SMS Analytics to see a breakdown of what happened; it separates Undelivered and Dropped messages with the reasons behind each.
What happens if I send an SMS message to a user who is out of network range or has turned their phone off?
The SMS message cannot be delivered due to the soft bounce. You can also see the number of such messages under the Undelivered Messages on the SMS Analytics page.
Why isn't my SMS reaching recipients? Could it be carrier filtering?
Carriers automatically screen outbound messages for spam signals. Things like ALL CAPS text, excessive punctuation, flagged keywords, or links from unknown domains can trigger these filters and silently block your message before it reaches the recipient.
Check your message content against carrier guidelines and avoid common spam triggers. If you're targeting users in the US, make sure your sender is 10DLC-registered; unregistered senders are increasingly being filtered by US carriers.
My messages are being dropped for users in specific countries. What's causing this?
This is usually a contract or registration issue. Some countries have strict local regulations that require sender registration or regulatory approval before any SMS traffic is allowed through. If those steps haven't been completed for a particular region, messages will be dropped before they reach the recipient.
Check whether the affected country is included in your contract and whether the required Sender ID registration has been completed for that region. If you're unsure, reach out to the Insider One team to confirm.
What should I check for 'Country Code Drops' under the Unsuccessful Messages section on the SMS Analytics page?
Your SMS messages will be dropped/not sent if phone numbers have country codes other than the ones specified in your contract. If you notice that country code drops are more than expected, you should check your segment/data and clear your data that is not involved in your contract with Insider One. You can use User Profiles > Filter > Standard > Events options. Moreover, you can control your contract with the Insider One team, and if you would like to send to more countries as specified in your contract, you can add new countries to a new contract.
Why can't I see the Country Code quota in the panel to view SMS quota allocation for a specific region?
First, verify the segment or dataset you're using and remove any phone numbers that fall outside your contracted quota. If everything is correct and the issue persists, please contact the Insider One team.
Some phone numbers in my segment are showing as invalid. What does that mean?
A phone number is marked invalid when it can't receive SMS. This usually happens when the number is missing a country code, contains extra or incorrect characters, or belongs to a landline or VoIP line rather than a mobile number. All numbers must follow the E.164 format (e.g., +14155552671) to be reachable.
You can use the invalid phone number export feature to identify and exclude these numbers from your upcoming campaigns.
Why is the expected audience lower than the number of users uploaded via Static Segment in the SMS campaign?
When you add a Static segment into the segment step, it's necessary to select the correct language. The lower audience in the segment is due to the profiles being associated with different languages. Hence, it's best to select "All languages" if you're using a static segment in the segmentation.
Why is my shortened URL coming through incorrectly?
If your original link contains a hash (#) fragment separator, the URL shortener will convert it into an ampersand (&), which can break Google tracking parameters and may be unstable on some carrier networks. For this reason, Insider One does not support using hash (#) as a separator in SMS links. Use standard query-string parameters (e.g.,?utm_source=…) instead of a hash (#).
Why am I not receiving the test message for SMS?
First, note that test SMS has a rate limit of 5 messages per user. If you've exceeded this limit, wait and try again. If you're within the limit, try sending to different numbers. Test messages are excluded from campaign analytics. If the issue persists across multiple numbers, it may be a provider-related issue; create a support ticket.
Why were some of my messages dropped due to Silent Hours?
If you have enabled Silent Hours (Quiet Hours), messages scheduled during those hours will be dropped, not delayed. Silent Hours are applied based on the recipient's local time zone. If you need to bypass this for a specific campaign, check the Silent Hours bypass option in your campaign settings.
Why are some users not receiving my SMS even though they're in the segment?
If a user has already received the maximum number of SMS messages allowed within your configured time window, additional messages will be dropped. Note that Global Frequency Capping counts messages across all senders, not per campaign. Check your frequency cap settings under Advanced Settings and review the Dropped Messages section in SMS Analytics for "Frequency Capped" counts.
A user says they unsubscribed, but is still appearing in my segment. How does SMS opt-out work?
When a user replies with an unsubscribe keyword (e.g., STOP), Insider One automatically sets sms_opt_out_user=true on their profile and prevents future SMS delivery to that number.
You can also manage opt-outs manually via the Global Unsubscribe page. Navigate to InOne > Audience > Suppression > Global Unsubscribe > SMS tab.
For Turkish recipients, IYS consent is also revoked automatically when a user opts out.
If a user still appears in your segment but is not receiving messages, verify their profile attributes.
sms_opt_out_usershould betrueSMS Opt-in should be
false
A user can be present in a segment but still be excluded from delivery if these values are set correctly.