My text didn't send or didn't arrive
Every error message the app can show you, what it actually means, and the fix — from failed workflow actions to texts that never reach a phone.
Last updated August 11, 2026
Find the symptom that matches yours. Most problems have one of about six causes, and the two most common by a distance are A2P 10DLC registration and a phone number written without its country code.
Start here: the message log
Open the Pepperwire dashboard and go to Messages. Every text through the app is listed with its delivery status, newest first. What you see there tells you which half of the problem you have.
| Status | What it means |
|---|---|
| Queued or Sent | Twilio accepted it and is handing it to the carrier. Sent is not the same as arrived |
| Delivered | The carrier confirmed it reached the handset. If the recipient says otherwise, ask them to check their blocked-message filter |
| Undelivered | The carrier took it and then dropped it. Almost always A2P registration or carrier filtering |
| Failed | Twilio itself refused it. The error code next to the status names the reason |
| Received | An incoming text we accepted |
| Nothing at all | The message never reached us. Jump to nothing appears in the log |
The text says sent, but nobody got it
This is the classic one, and the cause is usually not visible from your side.
If you're texting US numbers, check A2P 10DLC registration first. US carriers block business texts from unregistered numbers outright. Twilio still accepts the message and we still show it as sent, because as far as both systems know it was. Our A2P 10DLC guide walks through registering. This is the answer roughly half the time.
If you're on a Twilio trial account, you can only text numbers you've verified in the Twilio Console under Phone Numbers → Verified Caller IDs. Anything else is refused with error 21608.
If it's one specific person, they may have replied STOP at some point. Twilio blocks further messages to anyone who opted out, and only they can undo it by texting START.
Common errors, and what to do
These are the exact messages the app shows, wherever it shows them — the dashboard, the contact-record panel, or a workflow's action log.
Connection and setup
| What you see | What to do |
|---|---|
| "Twilio rejected those credentials" | The API key was deleted, rotated, or typed wrong. Create a new Standard API key in the Twilio Console and reconnect. Restricted keys don't work |
| "We couldn't find that Twilio account" | The Account SID is wrong. It starts with AC and is on the Twilio Console home page under Account Info |
| "This Twilio account doesn't own a sender yet" | Buy an SMS-capable number in Twilio, then click Refresh. If your numbers or short codes live in a different Twilio subaccount, reconnect with that subaccount's credentials |
| "No SMS support" next to a number | Twilio says that number can't send texts — voice-only numbers show this. Buy an SMS-capable number |
| "Twilio credentials no longer work" with texting paused | Same as the first row. Enter a working API key and everything resumes |
| Replies to a short code never arrive | Expected — short codes are send only. Their incoming messages keep going wherever they already went, usually a keyword service answering HELP and STOP. Enable a phone number for two-way texting |
Sending
| What you see | What to do |
|---|---|
| "That phone number doesn't look valid" | Write numbers in full international format: +14155550123, not (415) 555-0123 or 4155550123 |
| "That From sender isn't an SMS-capable number or short code" | The sender was released, moved, or can't do SMS. Check the Phone numbers page. For a short code, confirm it's still active in the Twilio Console under Messaging → Senders → Short codes |
| "Your Twilio account is a trial account…" | Verify the recipient in Twilio, or upgrade your Twilio account |
| "The recipient has opted out…" | They replied STOP. Only they can undo it, by texting START |
| "This number isn't registered for A2P 10DLC yet" | Register it. Nothing else will fix this |
| "This contact has no phone number" | Add one to the contact record, with the country code |
| "That sending number isn't available any more" | The number was disabled while the page was open. Refresh and try again |
Billing
| What you see | What to do |
|---|---|
| "Your Pepperwire trial has ended" | Pick a plan on the Billing page. Incoming texts keep arriving and are still logged meanwhile — nothing from your customers is lost |
| "Your last payment didn't go through" | Update your card from Billing → Update payment method. Texting keeps working while the payment retries |
Nothing appears in the log
If a message doesn't show up at all, it never reached us.
For messages you sent, check where you sent them from:
- From a workflow: open the workflow's History tab and find the contact. If the SMS step isn't listed, they never reached that step — look at the enrolment criteria and any branches above it. If it's listed as failed, the reason is written there; the workflow guide explains each one.
- From a contact record: if the panel shows a setup message instead of a message box, it's telling you what's missing — Twilio not connected, no number enabled, the trial ended, or the contact has no phone number.
- From the test box: if nothing happens at all, reload the page. Your sign-in may have expired.
For messages someone sent you, the number probably isn't enabled. Go to Phone numbers and confirm it shows Enabled. Enabling a number is what points Twilio at us; a number that's off doesn't deliver anything to HubSpot.
If the number is enabled and inbound texts still don't arrive, check in the Twilio Console under Phone Numbers → Manage → Active numbers, open the number, and look at its messaging configuration. If something else has overwritten the webhook — another integration, or a manual change — toggle the number off and on again in Pepperwire to reset it.
Texts arrive but not in my inbox
Incoming texts land on the contact's timeline by default, when the sender's number matches a contact. They only open a conversation in the shared inbox if you've connected that number to an inbox, which is a separate step — see the inbox guide.
If the number matches no contact and isn't connected to an inbox, the text won't appear in HubSpot at all — we don't create a contact to hang it on. Look for it on the Messages page of the Pepperwire dashboard.
If you have connected it and conversations still aren't appearing, check that your HubSpot plan includes the shared inbox (Sales or Service Hub Professional or above), and that the HubSpot inbox page in Pepperwire still shows the number as Connected.
Messages appear twice on the timeline
They shouldn't, and we go out of our way to prevent it: when a number is connected to an inbox, HubSpot logs the conversation and we don't log it again.
Double entries usually mean a second integration is also writing SMS to your timeline. Check Settings → Integrations → Connected Apps in HubSpot for another messaging app pointed at the same number.
The app card doesn't load on contact records
The panel appears in the right-hand sidebar of a contact record. If it isn't there:
- Confirm the app is still installed: Settings → Integrations → Connected Apps in HubSpot.
- Check the record type. The panel is on contacts only, not companies, deals or tickets.
- If it shows "Pepperwire unavailable", something briefly failed between HubSpot and us. Reload the page. If it persists, email us with your portal ID.
Something else
Email support@pepperwire.app with your HubSpot portal ID (it's on the Overview page of the dashboard, with a copy button on the Help page), roughly when the problem happened, and the phone number involved if a message is missing. That's usually enough for us to trace it end to end. We reply within one business day.