How to Troubleshoot Common Messaging Issues

Messaging is an ever-changing ecosystem, and resolving issues can be tricky. This guide will go over all the common errors that we see and how you can go about quickly resolving them!

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If these steps to resolve your issue do not help, SignalWire Support can investigate what went wrong with our carrier peers.

Please open a support request and include a minimum of 3 or more message SIDs that were flagged with the relevant error. Per our carrier peers' requirements, these SIDs MUST be from the last 24 hours.

Error Code

Error Message

Steps to Resolve

30003

Unreachable Destination Handset

Read Here

30005

Unknown Destination Handset

Read Here

30006

Landline or Unreachable Carrier

Read Here

30007

Message Marked as Spam

Read Here

30008

Unknown Error

Read Here

30022

Campaign Registry Throughput Limits Exceeded

Read Here

Error 30003

If you receive error code 30003, this means that the delivery of your message failed as the destination handset you are trying to reach is switched off or not available.

There are a number of possible reasons for this error:

  • Destination handset intended to be reached isn't on or isn't available.
  • Device/destination handset's signal isn't sufficient enough
  • Destination handset/device isn't capable of receiving SMS, such as a landline number
  • Mobile carrier has an issue

Steps to Resolve

  • Is the destination headset/device on?
  • Is there a sufficient signal on the destination headset/device? Try powering off, wait 30 seconds, then power back on
  • Is the destination device connected to the main carrier network? Message delivery cannot be guaranteed on devices that are roaming off-network.
  • Can SMS from regular cell phones be received on the device?
  • Try sending a message from another SignalWire number or with a shorter one-segment body.
  • Can other devices on the same mobile carrier receive messages?
  • If you're on long code, are you following all carrier regulations? This can occasionally be caused due to carrier filtering.

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Short Code

When this error is received on short codes, the cause can be due to the recipient's wireless plan not supporting shortcode (or 'Premium') messages.

Error 30005

If you tried to send out messaging and received error code 30005, this means that when the carrier attempted to deliver your message to the handset, it failed due to an inactive or unknown destination number. It could be that the phone number is no longer in service or is not recognized as owned by any carrier.

Steps to Resolve

The first step is to check if the To number is valid and has active mobile service at this time. It may be helpful to check when the user opted into your services to see if there's any chance the phone may now be inactive. If you are able to confirm this is a correct and valid number, try the following steps:

  • Is the device able to receive SMS from regular cell phones as opposed to VOIP phones?
  • Is the device able to receive text messages from toll-free numbers (if you are sending on toll-free)?
  • Is the device able to receive messages from other SignalWire numbers?
  • Is the device able to receive a one-segment message?
  • Is the device connected to the home carrier's network and does it have sufficient signal?

Error 30006

If you received error code 30006, this means that the destination handset you were trying to reach was determined by the carriers to be either a landline or a number owned by an unreachable carrier.

Steps to Resolve

You can use the Phone Number Lookup API in order to verify if the destination number is a landline or what the associated carrier may be. In most cases, it is best to remove these numbers from your sending lists as they are categorized as unreachable.

Error 30007

Error code 30007 means that you were flagged as spam by not following the rules set forth for messaging. This could be a flag from SignalWire or from the upstream carriers for violating regulations.

Steps to Resolve

  • The first step is to review best practices for messaging and make sure that you are following all of these rules.
  • The second step is to ensure that if you are messaging from local long code numbers, you are registered with The Campaign Registry and following all their rules.
  • If you believe that your messages are following all of the above rules and you are still being flagged, you can reach out to our support team with examples. They can help determine if an error was made or assist in correcting your messaging where needed.

Error 30008

Error code 30008 happens when the carriers do not give us any details or reason for failure leaving it only as failed for unknown reasons.

Steps to Resolve

  • Check that the receiving phone is turned on and can receive non-SignalWire SMS
  • Ensure that the phone is not roaming off the network. Message delivery cannot be guaranteed on roaming phones.
  • Try sending to other phones who have the same mobile carrier. If messages to other phones are delivered, the issue is likely device-related. Try rebooting the device or contact the mobile carrier for help.
  • If the recipient number is another SignalWire number, ensure that number has an action configured for its Messaging capabilities. Make sure that each number has a webhook or application set up to handle inbound messaging.
  • Try sending a shorter message to the phone that has simple content and does not include any special characters. This would give our support team an idea as to whether the failure is related to concatenation or character encoding.

Error 30022

Error 30022 means that you have exceeded your limits as dictated by the Campaign Registry, either AT&T or T-Mobile. When your campaign is approved, you are assigned a max throughput per minute by AT&T and a daily limit for T-Mobile.

Steps to Resolve

Use the Phone Number Lookup API to determine the carrier of the failed message.

If it's T-Mobile:

  • Review your approved daily limit by T-Mobile
  • Ensure when sending out that you are not surpassing that limit to T-Mobile numbers each day to avoid getting blocked again.

If it's AT&T:

  • Review your approved segments per message limit from AT&T
  • Ensure that in future sends, all numbers in the campaign are not sending more than the total segments per minute. For example, if you are sending a 1 segment message from 4 numbers and you have 240 Segments per Minute approved, each number may send at no more than 60 messages per minute.

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