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Why is my customer is getting an error message when they try to join or opt in to my list?

Found in: FAQs

There are several reasons your subscriber may get an error message when trying to opt in to your list. Please be aware, error messages have nothing to do with SlickText and fall on user or cellular provider side. These errors are common among all SMS marketing platforms and short codes.

Possible Errors Include

Spelled the Textword (Keyword) Wrong - User Error
    •    Message returned: Sorry, we don’t recognize that keyword. Make sure you have the right one and try again. Reply HELP for help. Reply STOP to opt-out.

Signature turned on - User Error
    •    Message returned: Sorry, we don’t recognize that keyword. Make sure you have the right one and try again. Reply HELP for help. Reply STOP to opt-out.
    •    If the customer has a text message signature turned on it still will come back with incorrect spelling. This is because it is trying to read both the keyword and signature as one. Ask the customer to turn off their signature and try again.

Device Setting Block - User Error
    •    Message returned: Messaging blocked, message failed.
    •    In rare cases your subscriber may play with their phone settings. In a few modern phones like Samsung Galaxys there are options to block short codes at the phone level under the application manager and messages. Double check to make sure your customer did not adjust their phone settings before having them call their cellular provider.


To change these settings:
        1. Press the Menu key from the home screen.
        2. Select Settings.
        3. Select the More tab at the top right corner of your screen.
        4. Select Application Manager.
        5.Slide the screen to the All section.
        6. Select Messages.
        7. Under the Permissions section you will find a drop down menu with 3 options for Sending Premium SMS
            Ask - Never Allow - Always Allow
        8. Select the desired option (Ask is the default)

 

Cellular Service Blocked/ Unavailable/ Not allowed - Provider Error
    •    Message returned: Can vary depending on service provider. The typical returned message reads, “Service Blocked, Service unavailable, Not allowed, or service access denied." 

  1. To resolve this, the potential subscriber must call their cellular provider and ask for short code communications to be unblocked.
  2. This is rare and usually only seen about 4% or less of all subscribers

Cellular providers short code communications down (Highly unlikely) - Provider Error

  1. REPORT THIS IMMEDIATELY TO Info@SlickText.com
        •    This is very rare but can happen. When this happens all short codes can be down for a particular cellular provider across the nation. If a customer can text into the system but does not receive a, “outgoing” auto reply this could mean their service is delayed or their provider is experiencing an outtage.
        •    There is nothing you can do about this, as it is an issue with the provider’s service.
        •    One sure fire way you can tell a provider is down is that you can still send and receive a short code message on another provider like AT & T, or Verizon.
        •    After the provider is back up and running the auto-reply will be delivered.
        •    Wait times for the providers fix can be anywhere from 15 minutes, hours or even a day or two.
        •    Reasons for providers being down or delayed can include, system updates, over burdened traffic, slow service, no service area.

 

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