Why can't I send SMS messages?

For basic instructions on how to use SMS, and how to send SMS messages in the Kixie PowerCall dialer, see SMS Messaging Basics.

Does your account have 10DLC Registration?

You are required to have an active and approved 10DLC Registration on your Kixie account in order to send outbound SMS messages to phone numbers in the United States. This is a business verification process enforced by US phone carriers, and it is a common reason why SMS messages may not be allowed to send via Kixie.

Your 10DLC Registration status can be viewed by an Admin or Manager:

• Sign in to the Kixie Dashboard
• On the sidebar, go to Manage > Compliance. Your campaigns and their status are shown here.

If you have no approved campaign, start with 10DLC Registration Recommendations, which covers exactly what carriers expect and the most common rejection reasons. Toll-free numbers use a separate process and must complete Toll-Free Verification instead.

Are you sending to a Blocked number?

The message recipient could be in your account's Blocked Numbers list, and configured to prevent outbound SMS messages.

Your Blocked Numbers list can be viewed by an Admin or Manager:

• Sign in to the Kixie Dashboard
• On the sidebar, go to Manage > Numbers > Blocked
• Use the search bar to enter the phone number, without spaces or punctuation

A number can appear on that list for two different reasons, and only one of them is yours to undo. See How to Unblock a Number, and STOP and START: How Text Opt-Outs Work if the recipient replied STOP.

Are you sending with the Do Not Call Algorithm?

Your agent account may have the DNC Algorithm add-on, which automatically protects you from contacting numbers who are determined likely to be on the national Do Not Call Registry.

If your Manager has enabled the DNC Override option, then instead of being entirely blocked from sending SMS to this phone number, you will instead be shown a warning prompt before sending. This gives agents the flexibility to text such numbers that have already consented to communication from your business.

Is your Outbound SMS Number connected?

You can check the phone number that is being used to send outbound SMS messages:

• In your Kixie PowerCall dialer, go to Menu > Settings
• Go to User Settings
• See the field called SMS Number
• Click this dropdown field to see other phone numbers that may already be attached to your agent account, and select the one you want to send from

If the number you expect is not in that list, it is not attached to your agent account. A manager or admin can assign it at Manage > Numbers > Kixie Numbers.

Newly assigned SMS numbers are linked to your 10DLC campaign automatically, but linking is a carrier-level process that can take up to two hours. Kixie sends an SMS alert to the number when linking begins and again when it completes.

Still Not Sending?

If your messages send but never arrive, the cause is usually carrier filtering rather than a setting on your account. See SMS Best Practices, which covers why carriers block messages and what to change.

If none of the above applies, contact support@kixie.com with your business ID, the sending number and the recipient number.