> For the complete documentation index, see [llms.txt](https://www.kauneonga.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.kauneonga.com/docs/help-center/troubleshooting/overview/message-delivery-issues.md).

# Message delivery issues

Troubleshoot cases where clients do not receive SMS or email notifications.

Use this page to troubleshoot cases where a client or contact does not receive SMS or email messages from Liberty.

### SMS delivery issues

#### A client is not receiving SMS messages

Start with these checks:

* Confirm the SMS number on the calendar contact is correct.
* Check the **Blacklist** and confirm the number has not opted out.
* Open **Admins** → **Logs** and review **Failed Jobs** for SMS failures.

Search by:

* account number
* company name
* phone number

If you find a failed job, review the failure details before making changes.

#### Additional SMS delivery checks

If the device and carrier support it, you can use email-based delivery as a fallback.

* Switch the delivery method to email and send to the client's SMS gateway address.
* Enable **Text Email** if the client wants plain-text messages instead of HTML formatting.

{% hint style="info" %}
Carrier SMS gateway formats vary by provider. Confirm the correct gateway with the mobile carrier before using email-to-SMS delivery.
{% endhint %}

#### 10DLC and carrier compliance

US carrier A2P messaging requirements can affect SMS and MMS delivery from `+1` numbers.

If your organization sends application-driven messages from US or Canadian long-code numbers, confirm the sending brand and campaign are registered and approved for the intended use case.

Missing or incomplete 10DLC registration can reduce throughput or prevent delivery.

### Email delivery issues

#### A client is not receiving email messages

Start with these checks:

* Confirm the email address on the calendar contact is correct.
* Open **Admins** → **Logs** and review **Failed Jobs** for email failures.
* Search by account number, company name, or phone number.

Then review the failure message and compare it with common response codes.

#### Common response codes

You may see response codes such as:

* `400` — Bad request
* `401` — Requires authentication
* `403` — Too many bad requests. Temporary block.
* `406` — Missing `Accept` header, such as `Accept: application/json`
* `429` — Too many requests or rate limit exceeded
* `500` — Internal server error

If the failure cannot be resolved internally, contact support and include the error details, affected account, and timestamps.

### When to escalate

Escalate when:

* the contact details are correct
* opt-out status is clear
* failed jobs continue after validation
* the failure message does not point to a local configuration fix

Use the [Help Center](/docs/help-center/overview/help-center.md) for support options.


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