Why aren't SMS campaign messages delivered to my contacts?
Why aren't SMS messages from campaigns delivered?
Campaign SMS messages from the Partner Center CRM are only delivered to contacts whose SMS consent is Subscribed. Contacts with SMS consent set to Unset or Unsubscribed are skipped, so check a contact's consent status first when an SMS isn't delivered.
The most common reason campaign SMS messages aren't delivered to a contact is that their SMS consent is set to Unset. Unlike email, SMS legally requires explicit opt-in consent (Subscribed status) before messages can be sent. Contacts without confirmed consent are skipped by the campaign delivery system.
What do the SMS consent states mean?
| Status | What it means | Can receive SMS? |
|---|---|---|
| Subscribed | The contact has explicitly opted in to receive SMS | Yes |
| Unset | No consent has been recorded, neither opted in nor opted out | No |
| Unsubscribed | The contact has opted out of SMS | No |
Unset is not the same as opted in. A contact who hasn't explicitly opted out still cannot receive SMS until they are moved to Subscribed. This is a regulatory requirement. Sending SMS without explicit consent can violate laws such as TCPA (US) and similar regulations in other jurisdictions.
How do I update SMS consent for a contact?
- Go to
Partner Center→CRM→Contacts. - Open the contact's profile.
- Find the
Communication consentsection (usually in the contact details panel). - Locate
SMS consent. - Change the status to Subscribed.
- Save the record.
Only update a contact's SMS consent to Subscribed if you have a documented record that the contact has explicitly opted in to receive SMS messages from your organization. Setting consent without actual opt-in creates legal and compliance risk.
How do I collect SMS consent?
Contacts can opt in to SMS through:
- A form with an explicit SMS opt-in checkbox
- A keyword opt-in (contact texts a keyword to your number)
- Written consent collected at point of sale or during onboarding
Do not manually mark contacts as Subscribed unless you have a record of their consent.
Frequently asked questions
Can I bulk-update SMS consent for multiple contacts?
Contact your Vendasta account team to confirm the bulk consent update options available to you. For large lists, the recommended approach is to run a re-consent campaign that lets contacts opt in themselves, which creates a documented opt-in record.
A contact texted back "STOP": what happens?
When a contact replies STOP to an SMS, their consent is automatically updated to Unsubscribed. The platform honors opt-outs immediately. Do not manually reset their consent to Subscribed. Doing so overrides their explicit opt-out request.
Why can't I just set all contacts to Subscribed?
Sending SMS to contacts who haven't explicitly consented violates telecommunications regulations in most jurisdictions (including TCPA in the US). Violations can result in significant fines. Only contacts with a verifiable opt-in record should be set to Subscribed.
Can I add a contact without SMS consent to an SMS campaign?
A contact whose SMS consent is Unset or Unsubscribed is skipped by the campaign delivery system and won't receive the SMS. Only contacts with SMS consent set to Subscribed receive campaign SMS messages.
Do I still need SMS consent if I don't have a website form?
Yes. Contacts still need to explicitly opt in before you send them SMS. Besides a form with an SMS opt-in checkbox, you can collect consent through a keyword opt-in or written consent at point of sale or during onboarding.
How do I make sure I have consent before sending SMS?
Collect explicit opt-in through a form with an SMS opt-in checkbox, a keyword opt-in, or written consent, and keep a record of it. Only set a contact's SMS consent to Subscribed when you have that documented opt-in.