There are various issues that can involve Twilio SMS service, during setup and during usage. This article discusses issues in both categories.
Before digging in here, see SMS Brands Support
Pre-Activation Troubleshooting
SMS Brand Requests
SMS service requires an approved Brand before a phone number can be configured. As of August 2023, SMS messages will not send without an approved Brand.
Brands can be applied for either using a Company Tax ID (9-digit EIN in the United States, 9 digit CBN in Canada), or as a Sole Proprietor (taxes are filed under the Owner's personal tax ID).
Both registration options require mostly the same information. Both options require a live website.
If resubmitting a Sole Proprietor, the email address should, most likely, be changed (ex: domain names seem to fail and Gmail work.) When doing so, be sure to reset brand first:
For Sole Proprietors, an active phone number that is not using a VOIP service provider such as Google Voice or Bandwidth.com is required. Phone numbers can be verified as Cellular/Landline/VOIP using the following link: https://numlookupapi.com/
Sole Proprietors should have the Position/Title set as Other/Owner, and the Business Type set as Sole Proprietorship. The lower section will only prompt for the business address. This can be the client's home address or their property address.
If the client is filing using an EIN or other (international) Tax ID, they will be prompted for that ID type and number as well as the Business Address. This format requires that the Business Name as well as the Business Address match their tax registration form.
For USA-based clients, that would be IRS form CP-575:
Canadian applications need to use their CBN (BN-9) number provided by the national government. This is different from their provincial business registration.
One example of acceptable documentation is a Canadian RP Deduction Account page.
Common Brand failures
A Brand application can fail for multiple reasons:
- Website is not live
- Sole Proprietor's phone number is VOIP or not SMS-capable. Upon application, Sole Proprietor clients will be texted to confirm their number. They must reply YES for the application to process fully.
- Email address is not real, or has been used to apply for a Brand previously. A different email address will be necessary.
- Client left Position/Title blank (This is not the fault of the client. This only occurs during one of the upgrade processes for existing Sole Proprietor brands, in this case should fill it in for them.)
SMS Errors when sending messages
Most error messages we see are in the 3#### range. This link contains all Twilio error codes and descriptions. If you have a lower error code, scroll up on the page.
https://www.twilio.com/docs/api/errors#3-anchor
Our most commonly seen error codes are listed below:
- 21211 - Invalid 'To' Phone Number
- 21408 - Permission to send an SMS has not been enabled for the region indicated by the 'To' number
- This is an international phone number, SMS can only be sent to US/Canadian customers.
- 21610 - Attempted to send to unsubscribed recipient.
- This customer has replied STOP or UNSUBSCRIBE to a previous Twilio SMS message. The number will no longer receive any SMS unless they opt back in.
- 21614 - Number is not capable of receiving SMS
- This is a Landline phone, or a cellular phone not capable of receiving SMS messages
- 21703 - The Messaging Service does not have a phone number available to send a message
- Number is registered to brand but failing.
- Waiting game - DO NOT remove and re-add from sender pool!!
- 21704 -
- Search by Messaging SID, go to Sender Pool, Add number
- May require waiting 3-4 days to complete.
- 30003 - Unreachable destination handset
- 30005 - Unknown destination handset
- 30006 - Landline or unreachable carrier
- 30007 - Message filtered
- 30011 - MMS not supported by the receiving phone number in this region
- 30019 - Content size exceeds carrier limit
- 30024 - Numeric Sender ID Not Provisioned on Carrier
- 30034 -
- 30035 - Numeric Sender ID Not Provisioned on Carrier
- 32017 - The recipient's carrier blocked your message.
Support center "macros"
- Invalid website due to lack of opt-in
This failure code is inaccurate. Please reconsider. Our opt-in description clearly says that the opt-in is performed on a different website (provided in the instructions) and that link will be sent to the recipient via email or other messaging system.
> Guests provide opt-in specifically when registering on our software provider's website. Opt-in through the website is a self-service process and occurs at https://app.ownerrez.com/smsoptin?uid=347414758. This may be provided to the guest either through email or through a message sent via Vrbo messaging or Airbnb messaging.
There is no requirement specified in your documentation that opt-in language be present on the brand website.