Messages not being received

Inbound texting doesn't require any registration — if a customer's text isn't showing up, it's usually being looked for in the wrong place, sent to the wrong number, or (rarely) a routing issue we can fix quickly.

Checks, in order

1. Search the Inbox. Open Inbox and search for the sender's number — the message may be in an existing conversation further down the list rather than at the top.
2. Confirm the number they texted. Ask the customer which number they messaged and compare it against Settings → Numbers. A digit off, or an old number from before a port, sends their text elsewhere.
3. Was the number ported in recently? During a port, texts keep flowing to your old provider until the port completes — check the port order's status in Settings → Numbers.
4. Have them resend. A one-off carrier delay does happen; a resend a few minutes later usually lands.
5. Long-standing number, still nothing? If a specific number has never received texts, its messaging routing may need repair on our side — contact support with the number and the time of a test message. This is fixable and doesn't require anything from the customer.

Note the difference from sending: outbound texts on local numbers are gated by 10DLC registration, but inbound has no such gate — a silent inbox is never caused by pending registration.

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