If your messages are failing to send, not arriving, or both, work through the steps below before contacting support. Most delivery issues fall into a small set of known causes.
1. Identify the direction of the failure
Knowing whether the issue is outbound, inbound, or both narrows the cause quickly.
Outbound only (you can receive, but messages you send fail or never arrive): usually carrier filtering, 10DLC registration, content, or throughput.
Inbound only (recipients send you texts but they do not appear in Heymarket): usually a number provisioning issue, SMS routing conflict with another provider, or an inbox assignment problem.
Bidirectional (nothing in or out): usually a number-level problem such as suspension, an incomplete port, or an account status issue.
Test by sending a message to a known-good personal number on a different carrier, then have that number reply. Note which leg fails.
2. Common causes
10DLC registration not approved or out of date. US carriers block A2P traffic from unregistered local numbers. Failed messages often show error 30034 or "US A2P 10DLC - Message from an Unregistered Number." See Why Are My Messages Failing? 10DLC Message Blocking and How to Register for 10DLC.
Carrier filtering. Carriers may flag messages as spam based on content. Common triggers include shortened links (bit.ly, tinyurl), line breaks, all-caps, dollar amounts, and loan or finance language. See Carrier Filtering and Messaging Best Practices.
Recipient opted out. Contacts who replied STOP are blocked at the carrier level. Check the contact's status. See Automatic and Manual Opt-out.
Invalid or landline number. Numbers without SMS capability fail every send. Use the Failed tab in Contacts to identify them.
Number not fully provisioned. If you recently added or ported a number, SMS may not yet be active.
SMS rights held by another provider. If the same number is configured for SMS on a voice platform like Aircall, only one service will receive inbound texts. Confirm SMS is released to Heymarket.
Account or number suspension. Suspensions follow 10DLC violations, spam complaints, or billing issues. The inbox will show a suspension banner.
API rate limits. High-volume API senders can hit per-second or daily caps and see queued or rejected messages.
3. Step-by-step diagnostic
- Open the affected inbox in Heymarket and check for any banner indicating suspension, registration pending, or carrier block.
- Open the failed message thread and read the error text or code shown beneath the message bubble.
- In Settings, confirm the number's 10DLC campaign status is Approved.
- Send a test message to a phone on a different carrier (for example, Verizon if you normally test on T-Mobile). Have that phone reply.
- If outbound fails on multiple carriers, simplify the message: plain text, no links, no line breaks. Resend.
- Check the Failed tab in Contacts to see whether the issue is contact-specific or inbox-wide.
- If inbound fails, confirm no other provider (Aircall, Twilio, RingCentral) is configured to receive SMS on the same number.
- Confirm the number is mapped to an active inbox with at least one assigned user.
4. When to contact support
If the steps above do not resolve the issue, email help@heymarket.com or text (415) 562-0100 with the following so support can investigate without a back-and-forth:
The Heymarket phone number affected, in E.164 format. The recipient number or numbers where delivery failed. The exact error message or code shown in the thread. Timestamps of at least two failed attempts (with timezone). Whether the issue is outbound, inbound, or both. A screenshot of the failed message and any banner in the inbox. Whether the number is also configured on another voice or SMS provider.