One or more subscribers not receiving messages.

Scenario

A message was definitely sent from a place to a group of people. Someone in the group claims that they didn't receive the message.

Possible Reasons & Solutions

Check This First! Have a look at the metrics for the message that the subscriber didn't receive. If the subscriber is neither in the Delivered nor Not Delivered list, they were never intended to receive the message.

REASON: The subscriber is not in recipient group

SOLUTION
Please have a look and make sure that the subscriber who is not receiving messages is in at least one of the recipient groups.

For more on Groups, please see What are Groups? and Adding Groups.

There is a topic mismatch.

SOLUTION
If you tagged a message with one or more topics and the subscriber with the issue isn't subscribed to one of the topics, the message will not be delivered to this person. Please make sure everyone keeps their topic subscriptions up to date.

For more on Topics, please see What are Topcis? and Adding Topics.

SMS from MessageSpring marked as Spam.

This is a very common issue, not for MessageSpring, but in general.

MessageSpring uses URL shortening so that we can send links to messages. Unfortunately, bad actors do the same. Until the telecom industry fixes this, we will have to work around it as follows.

SOLUTION

For AT&T Subscribers
Please install the app Call Protect to Unblock the MessageSpring phone number from Spam filters.

Email from MessageSpring marked as Spam.

Email getting caught in Spam happens all the time.

SOLUTION
This is simple, just dig us out of your Spam folders and mark it as "Not Spam" following your email client's directions.

The person actually received it but missed it.

This does happen. If you see in metrics that a person received it, then they did.

SOLUTION
Simply walk the subscriber through the process of looking in his/her preferred channel.

Updated on: 23/11/2022