You entered the correct phone number but the SMS failed to send. There’s no need to fret ... let’s dive in and find the cause!

Text-Me-The-App is a free service with a few limitations. If you want to go beyond them, you could set up an integration with your own Twilio account, or request a demo to learn about other alternatives. This is especially the case if you are using Text-Me-The-App out-of-the-box without a custom integration. If you are using the Branch-hosted landing page or a Desktop Deepview, feel free to skip ahead to the next section. 

If you using the Text-Me-The-App feature on a custom landing page, please ensure that you have integrated the Web SDK, which is basically just adding a short snippet of code in the <head> of your HTML, and have called the sendSMS method.

Troubleshoot common issues with SMS delivery

Are you prepending the ‘+’ and the country code in the phone number?

Phone numbers are required to have the ‘+’ and the country code. To avoid any issues, you should format your phone number without any other symbols (e.g. +1 (123) 456-7890 would become +11234567890).

Are you sending the SMS to a phone number in the same country?

Branch's free Text me the app service includes a geolocation filter. The sender's IP address and the receiver's telephone number country code must be in the same country.  (e.g. one must be in the United States to send an SMS to a +1 phone number). You could use your own Twilio account avoid this restriction of TMTA usage. 

Are you sending the SMS between 9 A.M. and 9 P.M. local time?

Some countries flag TMTA messages as promotional and block them after these hours. Ensure that you are making the requests during the operational hours of 9 A.M. to 9 P.M., as overnight messages are likely to be cached until the next day.

Is the sender connected to a VPN?

Ensure that you are not connected to a VPN as the network may routing through a different country. This may be interfering with your IP address and Branch's geolocation filter.

Did you reach the rate limit?

The free TMTA service has a rate limit of 5 texts to the same number within an hour and 100 texts from the same IP within an hour. To get around this limitation, you could use your own Twilio account to send SMS.

Step 6: Did you suddenly stop receiving texts?

This occurs when a carrier filters your SMS out due to spam. The reason is that carriers will aggressively block content if it's similar and repeatedly sent to the same number. The solution is to wait 24-48 hours.

If you are still having difficulties sending an SMS to a phone number, please check out some of the other helpful resources:

Use the interactive troubleshooting guide to resolve common SMS delivery errors.