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Loyalty Message Delivery Troubleshooting & Fixes

Loyaltty sends SMS or email campaigns to customers, and failures can happen if the carrier or email provider blocks the message. Common SMS issues include unverified sender numbers and content filtering. For instance, U.S. carriers require business SMS numbers to be registered with The Campaign Registry; if your Loyaltty sender number isn’t properly registered, texts may be filtered out. Mobile carriers also block SMS containing prohibited content (like sexual, hate, or alcohol-related messages – SHAFT topics) or suspicious links. Using URL shorteners (e.g. bit.ly) can trigger carrier filters too.

Likely causes: Sender ID not compliant with carrier rules; message flagged as spam (due to banned keywords, all-caps, or suspicious URLs); customer has opted out (replied “STOP”); invalid phone numbers (wrong format, inactive, or landlines); sending too many identical messages too fast (carrier rate limits); international restrictions (some countries restrict or limit business SMS). Email campaigns may bounce if the recipient’s address is invalid or if corporate firewalls block emails from new domains.

Resolution steps:

  • Check your sender number: Work with Loyaltty or your SMS gateway to ensure the business phone number is properly registered. This prevents carrier filtering.
  • Review message content: Remove any potentially “spammy” elements. Avoid disallowed topics and slang; proofread to remove typos. Use clear, full URLs instead of short links.
  • Validate contact info: Ensure phone numbers include country codes, are 10 digits (for US), and aren’t landlines. Use Loyaltty’s contact management to remove bad numbers. Invalid numbers will never deliver.
  • Throttle and segment sends: Don’t blast the same text to thousands at once. Loyaltty typically spaces out messages, but if you’re manually sending, segment your list. This avoids carrier spam filters.
  • Check customer opt-outs: If a customer has texted “STOP,” they cannot receive SMS again until they opt back in. Loyaltty will mark these automatically. Confirm whether failures correspond to unsubscribed contacts.
  • Test device settings: Advise recipients to check their phone’s spam filters. For example, iPhones can filter unknown senders; ask customers to whitelist your number.

Self-check checklist:

  • Look at campaign analytics: Loyaltty’s logs should indicate why messages failed (e.g. “number unreachable” vs. “delivered”).
  • Send a test message to your own device. If you don’t receive it, there’s likely a configuration issue (or carrier block) on your side.
  • Confirm your SMS credits/account balance is sufficient (some plans may stop sending when credits run out).
  • For email: check spam folder, and verify Loyaltty’s email sending settings (SPF/DKIM records) are set up so mail isn’t flagged.

Escalation:

If troubleshooting doesn’t help, collect samples of failed contacts (phone numbers or emails) and the timestamps. Contact Loyaltty support with these details. Support can check provider logs or carrier responses. If there’s a carrier outage or rule change, they’ll advise next steps.

Tip: To prevent issues, maintain a clean contact list (remove old numbers, honor opt-outs) and include an alternate channel (SMS + email). Consider setting up backup SMS routes or an email campaign for critical alerts.