Troubleshoot undelivered messages

Start with the affected recipient, not just the overall status of a send-out. A delivered status for the send-out does not establish that every intended person received the message.

1. Open the exact send-out

Go to Communications > All messages, find the subject and date, then open its details. Search the recipient table for the affected email address or phone number. Check the chosen channel, destination and recipient-level status. Large sends may take time to process; refresh before concluding that an in-progress send failed.

2. Check contact data and eligibility

Confirm the address or mobile number in the original list, form or client record. Correct the source of an error so future messages do not reuse it. Review unsubscribes, complaints and other suppression reasons. Marketing and non-marketing classification does not guarantee delivery or bypass every block.

3. If an email was not received

Ask the recipient to check junk/spam and any organizational quarantine. Verify the actual address used. A bounce points to a delivery problem; an absent open event does not prove that the message was unread. Email privacy tools and blocked images can affect open tracking.

4. If an SMS failed

Check the mobile number, its country and whether it can receive SMS. Inspect the available provider error before retrying. A carrier or opt-out restriction may remain even after correcting data in Activity Messenger. Images and documents are normally shared through links; they do not automatically switch delivery to MMS.

5. Retry only after addressing the cause

Select the intended recipients carefully when resending. Avoid repeating the entire send because one address failed. Keep the send-out date, affected destination and error details when contacting support; do not include unrelated client records.