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What can cause an IDgo SMS (text message) to be delayed or not received?

Causes of SMS delays or non-delivery and recommended troubleshooting steps

There are various reasons an SMS may be delayed or not received, some related to the sender and mobile carrier network and some related to the recipient’s device settings.

Sender and mobile carrier network related causes

To ensure delivery of SMSs, IDgo has taken steps to comply with regulations that can affect the ability to successfully send SMS messages. This includes registering IDgo SMS sending phone numbers and short codes to gain approval from mobile carriers to trust using these numbers to send IDgo specific SMSs. This means IDgo SMSs are not subject to mobile carrier filtering or blocking that can happen to SMSs being sent that contain spam-like content or suspicious links.

SMS delivery delays or failures can and do happen, due to the nature of the network being used that includes at times SMSs passing through multiple carrier networks or SMS aggregators. SMSs do have a retry window, but if the phone is unreachable for too long the SMS will not be delivered. For these reasons, IDgo offers SMS services that include feedback to live agents about whether a sent SMS has been received by the recipient and what the delivery time for each SMS was.

Recipient’s device settings

Recipient’s device settings can affect the receipt of SMSs as follows:

  • Recipient’s device settings can prevent receipt of SMSs or send SMSs to “spam” or “unknown senders” folder; the recipient may think they never received the SMS.
    • iPhone (iOS)
      • Settings → Messages → enable “Filter Unknown Senders”
      • Messages from unknown numbers go to a separate folder
    • Android (Android)
      • In Messages app → Settings → enable Spam protection
      • Often powered by Google filtering
    • Recipient took action to block the sender phone number or short code
    • Recipient opted out by replying STOP to a previous IDgo SMS
      • Recipient can send “START” to IDgo SMS phone number or short code to re-enable receipt of IDgo SMSs
    • Recipient has Do Not Disturb / Focus modes turned on
    • Recipient’s device is out of coverage area so not able to receive SMS
    • Recipient’s device storage is full
    • Recipient’s phone is turned off

Suggested troubleshooting steps

  1. Confirm number is correct, active and device turned on.
  2. Check if sender number is blocked or SMS is “hidden” by recipient’s device settings - see steps below.
  3. Look in spam/filtered folders.
  4. Test with a different sender sending SMS to recipient’s phone number.
  5. Submit a support request to IDgo at support@idgo.io requesting the IDgo team look at logs that may give insight to any issues the sending servicer or carrier experienced.

Device settings can be checked as follows to see if settings are blocking SMSs (the steps are different depending on the phone type and depending on what apps they have enabled for managing SMSs and contacts:

iPhone:

Method 1: Through Settings (Easiest for known contacts)

  1. Open the Settings app.

  2. Scroll down and tap Messages.

  3. Tap Blocked Contacts (under the SMS/MMS section).

  4. Find the number or contact you wish to unblock.

  5. Swipe left on the name or number.

  6. Tap the red Unblock button that appears.

Method 2: Through the Messages App (Directly)

  1. Open the Messages app.

  2. Open the conversation with the person you previously blocked.

  3. Tap the name or number at the top of the chat.

  4. Tap the info button.

  5. Scroll down and tap Unblock this Caller.

How to Unblock Spam/Filtered Messages

If you have filtered unknown senders, their messages go into a separate folder.

  1. Open the Messages app.

  2. Tap Filters (top left) or look for the "Unknown Senders" folder.

  3. Open the message from the blocked sender.

  4. Tap the link at the top of the screen to Mark as Known or add them to your contacts.

Alternative Location: Phone/FaceTime Settings

Blocked numbers are shared across apps, so you can also unblock them via:

  • Settings > Phone > Blocked Contacts.

  • Settings > FaceTime > Blocked Contacts.

Android:

Method 1: Using the Google Messages App (Recommended)

  1. Open the Messages app (Google Messages).

  2. Tap your profile photo or icon in the top right corner.

  3. Select "Spam & blocked".

  4. Tap on the blocked conversation or contact.

  5. Tap the "Unblock" button at the top of the chat.