> ## Documentation Index > Fetch the complete documentation index at: https://docs.opensubs.com/llms.txt > Use this file to discover all available pages before exploring further. # When texts don't arrive > Texts have more ways to go quiet than emails. Five checks cover them all. OPENSUBS PLATFORM Work the checks in order. If email is silent too, start at [When emails don't arrive](https://docs.opensubs.com/platform-v2/run/when-emails-dont-arrive.md): that's the shared machinery. **1. Twilio isn't connected, or isn't the route** * In **Settings > Integrations**, connect Twilio: the **Connect Twilio** modal takes your **Auth token**, **Account SID**, and a **Messaging Service** or **From number** (one of the two is required). * Under **Notification routing**, set **SMS notifications** to Twilio and **Save**; connected but not routed sends nothing, and the SMS settings page shows a banner. * Prove it: enter your own number under **Send a test SMS to (phone)** and click **Test connection**. * Full wiring: [Set up email and SMS](https://docs.opensubs.com/platform-v2/run/set-up-email-and-sms.md). > [!TIP] > > **Checkpoint:** the test lands on your phone. > [!NOTE] > > **Klaviyo can hold the SMS route instead.** Then Klaviyo flows decide what sends, logged under the Klaviyo channel; flows import as drafts that send nothing until set live (**Settings > Notifications > Email > View created flows & templates** lists each one's status). The phone only reaches Klaviyo for opted-in subscribers (login texts excepted), so check 3 still matters; the rest of this page assumes Twilio. **2. The text's event is switched off** * Open **Settings > Notifications > SMS texts**: every lifecycle text is a row with a switch and a preview; click a row to edit its message. * A new install starts with every lifecycle text off; only **Portal login code** and **Login link** read **Always on** and can't be switched. * Flip on the events you want, edit the copy (**Insert tag** for merge tags; the counter shows characters and SMS segments), and **Save**. > [!TIP] > > **Checkpoint:** the event's switch is on. ![Settings > Notifications > SMS texts: lifecycle texts with per-event switches, the login texts always on.](https://mintcdn.com/opensubs-docs/T6NpYT9MdOxqnOk5/images/platform-v2/run/21-sms-texts.png?fit=max\&auto=format\&n=T6NpYT9MdOxqnOk5\&q=85\&s=270e90c37bd2dc869f92ddf620cc24a7) **3. The subscriber never opted in, or has no phone** * Lifecycle texts go only to subscribers who opted in by texting START to your number; STOP opts them out. * Login codes and login links send regardless of consent, so a login text can arrive while lifecycle texts don't. * No phone on file means no text; the phone comes from Shopify, and subscribers can change it on their portal profile. > [!NOTE] > > **Consent is invisible in the admin.** There's no opt-in column, a blocked lifecycle text leaves no record, and the portal's SMS preference checkbox doesn't grant consent: only texting START does, so ask a silent subscriber to text START. It only counts from the phone number on their record; texting from another number stores nothing. > [!TIP] > > **Checkpoint:** the subscriber has a phone on file and has texted START. **4. Sent, but stuck at queued or never delivered** A text's status in the admin follows Twilio's receipts: | Status | What it means | | - | - | | **Queued** | Twilio accepted the text; the delivery receipt isn't back yet. | | **Sent** | Twilio confirmed delivery. | | **Failed** | Rejected, with Twilio's reason and numeric error code in the row. | | **Skipped** | The platform never handed it to Twilio: no SMS route, no phone, or no consent. Only login texts record this; a blocked lifecycle text leaves no row at all (check 3). | * Still **Queued** an hour later: check the message in Twilio's log. **Delivered** there means receipts aren't reaching your store (hand to whoever runs your code); **Sent** means the carrier never confirmed delivery, nothing to fix. * On **Settings > Operational health**, the **Integration connections** panel counts Twilio's failed deliveries over the last day and quotes the latest errors with codes; **View logs in Twilio** opens the full log. * In the Twilio Console, open **Monitor > Logs > Messaging** and read the message's status and error code: 21610, for example, means the recipient texted STOP. > [!TIP] > > **Checkpoint:** new texts move from queued to sent, and failures name their code. **5. Replies do nothing** * SKIP, PAUSE, STOP and the rest need the **Incoming messages** URL set on your Twilio Messaging Service (or on the phone number, if you connected with just a number). The modal lists it, with the delivery-status URL, under **Webhooks: paste into your Twilio Messaging Service**; paste both. * The Messaging Service or From number in the modal must be the one whose webhooks point at your app; a mismatch drops every inbound text silently. * **Settings > Operational health** shows replies that arrived but failed as failed requests under **Integration connections**; no failed requests and no replies means the calls never arrive (the URL is missing or wrong). * Commands and their reply wording live under **Settings > Notifications > SMS replies**; what subscribers can do with them is on [When a subscriber asks for help](https://docs.opensubs.com/platform-v2/run/when-a-subscriber-asks.md). > [!TIP] > > **Checkpoint:** text HELP to your Twilio number; any reply, even "don't recognize this number", proves the inbound wiring. ![The Manage Twilio modal: credentials, the two webhook URLs to paste into Twilio, and the test send.](https://mintcdn.com/opensubs-docs/T6NpYT9MdOxqnOk5/images/platform-v2/run/22-twilio-modal.png?fit=max\&auto=format\&n=T6NpYT9MdOxqnOk5\&q=85\&s=018e6aa67e66fa643b800bff708fab4f) > [!NOTE] > > **Confirm the fix the same way as email.** The subscriber's page in admin lists every send under **Notifications** with channel and status; [When an alert opens](https://docs.opensubs.com/platform-v2/run/when-an-alert-opens.md) covers the alert watching the sending pipeline. 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