Experiencing difficulties with sending SMS messages in VanillaSoft can be concerning, especially if you notice a prolonged period without SMS replies or fail to receive an SMS sent to yourself. This article aims to address the primary reasons you might encounter issues with sending SMS messages and provide solutions to resolve them. Click to expand for more information and troubleshooting steps:
Identifying Blocked or Failed SMS Messages
If you encounter a "Blocked" or "Failed" message when sending SMS, it may indicate a spam block. To confirm this:
- Log in to VoIP Portal: Access your account using your username and password.
- Navigate to Messages: In the left-pane menu, open the Messages section.
- Select Text Messages: Click on the Text menu, then select Messages.
- Check Message Status: Click on one of the numbers you have texted to view the message and its status. If the status shows BLOCKED_SPAM, it indicates that your SMS has been blocked due to spam.
If you have followed these steps and confirmed that your SMS messages are being blocked due to spam, please refer to the "Lifting SMS Blocks" section of this article for guidance on resolving the issue and restoring your messaging capabilities.
Understanding Why Blocks Happen
SMS blocks are typically enforced by third-party carriers, not VanillaSoft, and can be triggered by various factors, such as:
- Volume of Texts: Sending a large number of texts within a short period.
- Content of Messages: Certain content or patterns in your messages (fingerprinting) may be flagged as spam.
Note: Carriers do not notify VanillaSoft or the user when a block occurs. It is the user's responsibility to monitor the delivery status of their messages.
Lifting SMS Blocks
SMS blocks are temporary and will be lifted after a certain period, which varies depending on the carrier and the reasons for the block. To expedite the lifting of the block:
- Cease Texting: Temporarily stop sending texts to allow the block to be lifted sooner.
- Disable SMS Feature: Consider disabling the SMS feature in your account to prevent automatic texts when resolving a call.
- Test Messages: Send yourself one text in the morning and check if it goes through. If not, try again in the afternoon with one text. Repeat this process until the block is lifted.
Note: Your admin can disable the SMS feature in your profile, but you will need to re-enable it to send test messages.
Preventing Future Blocks
While there is no foolproof method to avoid being blocked, you can reduce the likelihood by following best practices:
- SMS Best Practices: Review the SMS Compliance and Best Practices article for tips on preventing further blocks.
If you continue to experience issues with SMS delivery or have concerns about spam blocks, don't hesitate to reach out to our support team for assistance. Your effective communication is our priority, and we're here to help ensure your SMS messaging runs smoothly in VanillaSoft.