> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dispoiq.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Delivery troubleshooting

> Check readiness, schedules and existing attempts before retrying.

Last updated: October 8, 2026.

If a buyer has not received your text, check the existing message before sending it again. A queued message may be waiting for an allowed sending time, funding or capacity. A submitted message may already have been accepted even when the browser reports an error.

## 1. Check whether the send is eligible

DispoIQ subscriptions are for business customers throughout the United States. Messaging destinations are limited to the United States and Canada, through eligible routes actually available to your workspace.

For the affected workspace, check:

* **Access and registration.** The messaging feature and the required registration must be available and ready for the actual sending route. Paying for the app or submitting a registration does not guarantee approval or delivery.
* **Recipient and permission.** Use a valid, textable number for an eligible destination in the United States or Canada. A stored number, buyer record, purchased list or registration approval is not permission to text.
* **Sender.** Use an available sending identity authorized for that workspace. An inactive, paused or quarantined number can prevent a send; resolve the restriction with an authorized administrator or support.
* **Funding.** Check available wallet funds, including funds already held for other work. New operations requiring customer funding need sufficient available funds.
* **Timing and content.** Check the intended start time, sending window, full rendered message and any restriction reported for that route.

Customer-initiated SMS/MMS requires the prior express written permission described in the [Messaging and communications policy](/policies/messaging). A recipient-initiated text may permit a directly relevant reply in that conversation only where law and route rules permit, subject to suppression and opt-outs. It does not authorize a recurring campaign.

If a recipient is marked do-not-contact or has withdrawn permission, stop the affected messages. Do not clear the restriction, reimport the person or switch numbers merely to make the send succeed. Contact [support@dispoiq.app](mailto:support@dispoiq.app) for help reviewing an opt-out or suppression question.

If a control or message detail is unavailable, ask **[support@dispoiq.app](mailto:support@dispoiq.app)** to review the affected workspace, sending identity, registration readiness and recorded reason. Distinguish a refusal before submission from acceptance followed by delivery feedback. Use only a route actually available for that workspace; approval, textability and an enabled send control do not replace the permission and opt-out checks above. Keep the existing attempt reference so a missing screen or receipt is not mistaken for a new opportunity to send.

## 2. Allow for scheduling, quiet hours and capacity

A scheduled start is a planned time to begin eligible processing, not a promise that every buyer will receive a message at that instant. Campaign pacing, available sender capacity, other queued work and network restrictions can spread a send over time. A finish-time estimate is a planning aid, not a delivery deadline or throughput guarantee.

Where a campaign provides **Schedule, pacing & delivery window** controls, review the saved settings before launching. A campaign delivery window must stay within the applicable account sending window; it is not a way to widen quiet hours. If a sending-rule control is unavailable, ask support to confirm the configured window and limits rather than assuming they have been removed.

Campaign processing can defer recipients outside an allowed window without submitting those messages at that time. Some sending paths estimate recipient time from a phone's area code and fall back to an account time zone. That estimate does not prove where the person is now. Follow the restrictions that apply at the recipient's actual location; use a more restrictive schedule or pause the affected send when necessary.

An application's manual-reply or transactional designation does not itself establish a legal exception to sending-time or opt-out requirements. Do not use that designation to send promotion outside allowed hours or after withdrawal.

There is no universal messages-per-second figure in this guide. The limits for your actual route, registration, number and configured campaign matter. Do not split similar traffic across numbers, workspaces or routes to evade caps or filtering.

Where schedule and pacing controls are available, save and recheck the applicable campaign settings rather than relying on an unsaved change or a finish-time estimate. If the displayed window or time-zone explanation conflicts with the expected schedule, do not launch another campaign to test it. Ask support to compare the saved start, campaign and account windows, account time zone, sender capacity and recorded deferral or pause reason for the existing work. Do not start an affected send if you cannot establish a permitted schedule for the recipient; a guessed location or application label cannot remove a stricter restriction. Review of a configured limit does not authorize widening it or bypassing a carrier pause.

## 3. Read the right status

Different records describe different stages. Use the specific message or campaign-recipient record and its error details; a general deal summary is not a delivery receipt. Not every route supplies the same information.

| What you see | What it tells you | Next step |
| - | - | - |
| Scheduled, queued or pending work | Work exists or is waiting for an eligible processing time. It does not prove submission or delivery. | Check the schedule, pause reason, funding and any reported deferral before creating another send. |
| Processing or sending work | The operation is in progress. Its final outcome may not be known. | Check the same record later; contact support if it remains unclear. |
| Sent on a message job or campaign recipient | This records acceptance for sending, rather than proof of recipient delivery. | Look for message-specific delivery feedback where the route provides it. |
| Delivered feedback | The route reports delivery for that message. | Do not infer that the buyer read it, agreed to anything or granted new permission. |
| Failed, undelivered or canceled feedback | An error or terminal outcome was recorded. The stage and reason matter. | Preserve the reference and error details; check acceptance and charges separately before considering another attempt. |
| Skipped work | A send was prevented, for example after a recipient restriction or disabled automation was checked. | Resolve the actual reason. A campaign may summarize this differently from its message job. |
| Indeterminate or unclear outcome | There is insufficient trustworthy evidence to say whether the request was accepted. It may already have gone out. | Do not send it again blindly. Ask support to investigate the existing attempt. |

A campaign's **carrier-blocked** classification can reflect a registration gate refusing the send before submission. It is not, by itself, proof that a carrier received and filtered the text. Check the recorded reason.

A campaign marked completed does not mean every recipient received or read its message. Counts and delivery feedback can describe different stages. Missing feedback also does not establish either successful delivery or zero cost.

## 4. Troubleshoot the existing attempt

| Situation | Safe action |
| - | - |
| Registration is pending or rejected | Review the actual registration issue and contact support if needed. Do not submit the same paid operation repeatedly or use a different identity to bypass it. |
| Sender unavailable, paused or quarantined | Ask an authorized administrator or support to review the number's restriction and permitted restoration. Do not rotate traffic simply to evade the hold. |
| Insufficient funding or a deficit warning | Review existing holds and valid charges. Use an available authorized funding route under your agreed instruction; confirm that payment was applied before relying on it. |
| Quiet-hours or capacity deferral | Check the existing scheduled work and configured limits. Allow the eligible window or capacity to reopen rather than duplicating the campaign. |
| A campaign is paused | Check and resolve the pause reason. Confirm the permitted resume action; adding funds or obtaining approval does not establish that a paused campaign resumed. Pausing also does not prove that already accepted messages were recalled. |
| Known rate-limit rejection | An eligible attempt may be rescheduled by the system. Check the existing record before starting a separate attempt. |
| Timeout, unreadable result or indeterminate outcome | Keep the original reference and contact support. A timeout is not proof that nothing was sent; another attempt can duplicate both traffic and cost. |
| Failed or undelivered message | Review the actual error, destination, permission and accepted sending identity. Correct an established issue before any permitted new attempt; do not change content or numbers merely to circumvent filtering. |

If no control or explanation is available in your workspace, use **[support@dispoiq.app](mailto:support@dispoiq.app)**. This guide does not promise automatic restoration, a fixed investigation time or a particular retry button.

## 5. Keep delivery and billing separate

Messaging charges follow the customer rate you accepted for that attempt: the disclosed fixed and per-unit amounts, or the documented cost basis plus the agreed markup for accepted cost-plus pricing. A failed or undelivered result does not itself discount that rate or create an automatic refund.

A reservation is a hold, not a final charge. Missing, uncertain or unreliable acceptance, chargeable quantity or required cost evidence can leave it pending. A confirmed refusal before acceptance without incurred spend releases its unincurred reservation; an unclear result does not establish that condition.

Valid usage already authorized is settled at its full accepted rate even if it exceeds the reservation or remaining wallet funds and leaves a negative balance. That does not permit starting new unfunded paid work. A pending hold alone is not a final amount owed.

Card top-ups to restore funding, including clearing a deficit, depend on an available route and a separate funding instruction you expressly accept, with agreed triggers, amounts and limits. Saving a card alone does not enable or authorize arbitrary automatic top-ups. A pending or failed payment is not confirmed funding; applying a successful top-up to an existing charge does not create a second usage charge.

Billing-error corrections, applicable-law rights and all expressly owed refunds remain available under your accepted agreement. See clauses 6.2–6.4 of the [Terms of Service](/policies/terms) when that version is incorporated into your agreement. This guide adds no retry fee, rate, collection fee, funding threshold or processing deadline. Registration and enrichment have their own chargeable events; do not apply the messaging outcome rule to every failed operation.

Support logs delivery and charge questions, checks your authority for the workspace, and coordinates authorized messaging, billing or technical review of the existing attempt. It compares the accepted rate and billable event with available acceptance, quantity, required cost, hold and settlement evidence, then explains the confirmed result or what remains unresolved. Provide an available message, job or payment reference; if no detailed record is visible, ask support for the eligible details rather than assuming a particular outcome. For an unavailable or unconfirmed funding control, ask for the current authorized route and check confirmed payment before relying on the funds. This process does not promise a delivery receipt for every route, automatic recovery of every pending attempt, active automatic top-ups or a response deadline.

## 6. Send support enough information to investigate

Email **[support@dispoiq.app](mailto:support@dispoiq.app)** with your workspace, campaign or message reference, approximate send time and time zone, the displayed status and error, and whether the issue concerns delivery, a pending hold or a completed charge. Explain any action already taken.

Avoid sending an entire buyers list, passwords, access tokens or full card details. Ask how to provide sensitive message or recipient evidence securely if it is needed. Keep the existing references while the attempt is being checked.

Related guidance:

* [Usage Pricing & Messaging Fees](https://docs.dispoiq.app/help/usage-pricing)
* [Subscription, Cancellation & Refund Policy](https://docs.dispoiq.app/policies/billing-refunds)
* Consent records: contact [support@dispoiq.app](mailto:support@dispoiq.app).
* [Message segments and costs](/help/message-segments)
* [Wallet funding, charges and invoices](/help/wallet-billing)

This guide does not itself change an accepted rate, enable a route or amend your agreement.


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