When sending a direct message from Engagement, you may sometimes receive send failure codes from numbers that are triggering an error. These errors are commonly related to sending text messages to phone numbers that have been entered incorrectly or cannot receive text messages. Learn more about each error code and how to resolve below.
Error Codes
"Carrier rejected as invalid destination address"
If you receive a "Carrier Rejected as Invalid Destination Address" this could mean the number is not in the numbering plan (area code does not exist or the number is just invalid), or the number is not enabled for messaging (such as a landline). Additionally, for toll free messages to T-Mobile, this could also mean the user has opted to block all toll free and short code traffic.
To resolve this error, the patient needs to reach out to their phone carrier to troubleshoot.
"Carrier rejected message"
If you see a "Carrier Rejected Message" error, this could be due to the following issue(s):
The destination number is not able to receive messages or is not enabled for messaging (such as a landline)
The destination number is a prepaid number with zero balance
The destination number has a smart limit in place that prevents them from receiving the message
To resolve this error, the patient needs to reach out to their phone carrier to troubleshoot.
"Invalid Application ID"
If you are using your ALT SMS number to send a direct message and receive a "Invalid Application ID" error, please submit a new port request. If you are using your MAIN SMS number to send a direct message and receive this error, please contact Dental Intelligence Customer Support.
"TFN Not Verified"
If you receive a "TFN Not Verified" error message, please contact Dental Intelligence Customer Support.
"Rejected as Spam (Future)"
If you receive a "Rejected as Spam" error message, it is because the phone number entered as the recipient of your message has been flagged as spam. Please contact Dental Intelligence Customer Support.
"Unallocated to Number"
If you receive a "Unallocated to Number" error message, it is because the phone number entered as the recipient of your message does not exist or has been entered incorrectly. Please check with your patient to ensure that the phone number they have provided you with is correct and try sending again.
"Unallocated from Number"
If you receive a "Unallocated from Number" error message, please contact Dental Intelligence Customer Support.
"Invalid Service Type"
If you receive an "Invalid Service Type" error message, it is because the delivering phone number does not allow text messages (ie, landline, or receiving number has not paid their bill). Please check with your patient to ensure that the phone number they have provided you with is able to receive text messages and try sending again.
If a patient's text messaging service has been restricted, you won't be able to send them messages. To discover how to unblock them, please click here.