Twilio Message Failure Incidents

30003

Unreachable Destination Handset

The phone number is unavailable or unreachable

Confirm the following with the participant:

• Device is powered on

• Device has sufficient cell signal and is on the home carrier (not roaming or in an area with low coverage, i.e. international travel)

• Device receives text messages from other numbers

• If the participant’s carrier is T-Mobile, confirm that Mobile Blocking is not enabled.

  • The participant must call 611 directly from their T-Mobile device experiencing the issue – or if using another device, call 1-800-937-8997 – and request "Shortcode Blocklist" setting to be removed from their account.

There are instances where the text message is sitting with the carrier. The below icon will appear when that happens.

Open

When this occurs, the following should be confirmed:

Our carrier partner has confirmed that all SMS messages were successfully accepted, indicating that they were sent and received. To ensure seamless communication, please ask the end users to verify the following:

1. Check Blocking Settings: Ensure no settings are preventing message receipt.

2. Review Blocking Apps: Confirm that no applications are blocking SMS messages.

3. Restart the Device: Turn off the device for 30 seconds and then turn it back on to reconnect to the network.

If the issue persists after these checks, we recommend that the end users contact their mobile operator to verify that there are no issues with their service lines.

No

30005

Unknown Destination Handset

The phone number is unknown, inactive, or no longer in service

No

30006

Landline or unreachable carrier

The phone number is a landline or the destination carrier is unreachable

Contact participant.

• If the number is a landline, ask them to provide a cell # and add that number to their profile. If they don’t have a cell #, then they cannot participate in a text-based intervention

• If the number is actually a cell line, follow the troubleshooting instructions above for errors 30003 & 30005

No

30007

Message Filtered (Formerly: Carrier Violation)

The message was blocked by Twilio or the carrier because the content seems like spam, fraud, or abuse.

Identify 3+ participants impacted in the last 72 hours. Submit a help desk ticket at support.waytohealth.org with the blocked message content & W2H IDs for impacted participants. W2H support will work with you to update your messaging language to reduce or eliminate ongoing filtering.

Yes