"Sorry, your message cannot be delivered to this number" error message

Issue Symptoms

Are you receiving the "Sorry, your message cannot be delivered to this number" when attempting to send text messages using Index? If so, please read the information below for more information to learn more.

Conditions

• Receive this reply within the conversation when sending a message.
• Message is being repeatedly sent to multiple numbers*
• Message may contain a hyperlink(s)* 
  • ie: link to a website or social media account.

* The conditions above are likely attributed to the inability to deliver the message, but may not be the sole reason. Please see below for more details. 

Cause & Resolution

The "Sorry, your message cannot be delivered to this number" is a bounce-back error message from the receiving contacts Carrier (and not Index.)

These messages will pop up when the receiving carrier blocks incoming messages due to either of the following:

• The number you are trying to text has blocked you or
• The recipient's carrier is incorrectly marking your sent messages as spam, based on the information contained within the message (most likely cause.)

Note: Certain pictures and/or business links that are being repeatedly sent may cause the receiving carrier to think your messages are spam.

Next Steps:

Since these blocks are not originating on our end but rather from the recipient's carrier, in order to investigate further we recommend you:

Reach out to the recipient's carrier to determine why they are blocking certain incoming messages and whether or not there are any workarounds that can be employed to get this resolved.

Tip: Try removing any links or pictures from the message, and re-send the message to determine if that is the reason the recipient's carrier is blocking your message. 

If you are still experiencing issues with sending messages, please contact support and we will further assist you.