Unable to Send SMS

If you notice that you have not had a SMS reply in a long time, you send yourself an SMS and did not receive it, or you do not have the option to send an SMS from VanillaSoft, there could be a few reasons why. In this article, we will cover the main reasons you might not be able to send an SMS message, and what you can do to correct this. 

We are not able to change your number due to being blocked for spam. You will have to wait until the block is lifted and then request a number change if still desired.


Enabling SMS

If you do not see the SMS icon SMS_Icon.jpg beside the contact's number, and SMS has been enabled for that field, you will have to reach out to your admin to get SMS enabled for your profile. 


SMS Is Enabled But Messages Aren't Being Sent 

If you see the SMS icon but not able to send any messages out, you will need to check to see if you are currently blocked due to spam. To verify this, you can check the status of your recent messages which will indicate if they are blocked or delivered.

To do this, you will need to follow these steps:
1. Go to the ConnectMeVoice User Portal by clicking here.
2. Enter your 11-digit VanillaSoft VoIP line number, extension if applicable, and password (access code). 
3. From the left-hand pane, select Text Messages then select List Text Messages.
4. Click on one of the numbers that you have texted to see the message and status.
5. On the far-right, you will see the status of this message
6. If the status shows BLOCKED_SPAM, this indicates that you have been blocked from sending SMS.


Why Spam Blocks Happen

Being blocked due to spam could be caused by several different reasons, all of which were done by a 3rd party carrier and not VanillaSoft. The usual cause is the amount of texts that are sent out within a certain amount of time, or the content of the messages that you are sending out (also known as 'fingerprinting'). If a carrier flags your number as spam, you would be blocked for all carries until the block is lifted.

Note: Carriers do not notify VanillaSoft or the user that is using the VoIP line when a block has occurred. It is the user's responsibility to keep track if their messages are being sent or not. 


Lifting SMS Block

All SMS blocks are temporary and will be lifted after a certain amount of time. How long will depend on the carrier, how many times you have been blocked in the past, what caused you to be blocked, etc.. The best way to get the block lifted sooner rather than later, is to stop texting completely and give the block time to be lifted. It is recommended that you disable the SMS feature from your account to ensure that you aren't sending any automatic texts when resulting a call. You could then send yourself 1 text in the morning and see if that goes through. If not, try again in the afternoon by sending 1 text. Repeat this process until the block is lifted.

Note: You can have your admin disable the SMS feature from your profile but will need to get them to enable it in order to send your test messages.


How To Prevent Being Blocked

There is no guaranteed way to prevent being blocked, but there are steps you can take to reduce your chances. Click here to see our article on the best practices for using the SMS feature. 

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