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Why is my message delivery status "Rejected"?

Updated

This article explains why Rejected messages show up on your detailed reports and how these can be reviewed.

  • A Rejected message delivery status usually indicates that the message did not reach the recipient. 
  • The message was passed to the messaging gateway but was rejected either by the gateway itself (which is more common) or by the recipient's carrier. 

To learn more about the rejected message, go to Reports > Detailed Reports. In the column selector, check "Reason Code" and "Reason Description" to get more details about the rejected message. You can also visit the Delivery Status Codes for additional information.

 

Depending on the rejected status reason description, common reasons may include:

  1. Invalid or Incorrect Phone Number: The recipient’s number may be incorrect, deactivated, or formatted improperly.
  2. Carrier Restrictions: Some carriers may block messages due to local regulations, spam filters, or if the message is perceived as unsolicited.
  3. Content Filtering: The message content might contain prohibited words or phrases, triggering filters set by carriers or the platform.
  4. Opt-Out Status: The recipient may have opted out of receiving SMS from your service, causing automatic rejection.
  5. Insufficient Credits: Your account may not have enough credits to send the message.
  6. Sender ID Issues: The use of an unregistered or unapproved sender ID may cause the message to be rejected by carriers.
  7. Platform-Specific Policies: The SMS provider may have additional policies around message content, volume, or delivery that lead to rejection.

     

Here are some basic troubleshooting steps you can take based on the common reasons for SMS rejection:

       1. Check Phone Number Format

  •  
    • Ensure that the recipient's phone number is correctly formatted, including the country code.
    • Verify that the number is still active and capable of receiving messages.

       2. Carrier Restrictions

  •  
    • Contact the recipient to see if their carrier has any restrictions on SMS, or check with your SMS provider to confirm if there are known restrictions for the carrier.
    • Confirm if local regulations could be impacting message delivery (e.g., DND lists).

       3. Content Filtering

  •  
    • Review your message content to ensure there are no prohibited keywords, spam-like language, or links that might trigger carrier filters.
    • Try sending a simplified version of the message without links or special characters to see if it goes through.

       4. Check Opt-Out Status

  •  
    • Verify if the recipient has opted out of receiving messages by checking your SMS platform's opt-out list.
    • Ensure compliance with local opt-in/opt-out regulations to prevent further issues.

       5. Account Credits

  •  
    • Check your Sinch Engage account balance to make sure you have enough credits to send messages.
    • If you're low on credits, top up the account and try sending the message again.

       6. Sender ID Issues

  •  
    • Ensure the Sender ID you are using is registered and approved (especially in countries where this is mandatory).
    • Try using a standard or verified Sender ID to see if the issue resolves.

If you're still unclear about why your messages are being rejected, you can submit a request to our support team for assistance. Our support team can verify if your phone number, email address, or domain is blocked or blacklisted.

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