# SMS not received > Fix text messages that don't arrive in the Webphone or your email, or that you send but the recipient doesn't get. - URL: https://kb.voipcloud.online/au/troubleshooting/sms-not-received/ - Section: Troubleshooting - Type: troubleshooting - Applies to: All countries - Last reviewed: 2026-11-09 **On a free trial?** SMS isn't available during the free trial, so messages to and from trial numbers won't be delivered. See [Your free trial](https://kb.voipcloud.online/au/getting-started/free-trial/). ## Symptom - People send texts to your number, but nothing appears in the Webphone or your email. - Or you send an SMS from the Webphone and the recipient doesn't get it. ## Quick checks 1. **Is the number SMS-enabled?** Not every number can send and receive SMS. Check it in **Services** › **Phone numbers** › **Active numbers**. 2. **Where is SMS routed?** Check the number's **SMS routing** in **Active numbers**. 3. **Look in the history.** **Reports** › **SMS history** shows every SMS sent and received in a period. ## Incoming SMS not arriving ### 1. The number isn't SMS-enabled You can only receive SMS on an SMS-enabled number. The **SMS routing** button is shown only next to SMS-enabled numbers. **Fix:** in **Services** › **Phone numbers** › **Active numbers**, turn on **Show only SMS-enabled numbers** to see which of your numbers can take SMS. To get one, turn on **SMS** when you order new numbers. See also [Virtual mobile numbers](https://kb.voipcloud.online/au/services/phone-numbers/virtual-mobile-numbers/). ### 2. SMS routing isn't set, or points somewhere else Incoming SMS go where the number's **SMS routing** sends them: to users in the Webphone, or to email addresses. **Fix:** go to **Services** › **Phone numbers** › **Active numbers**, click **SMS routing** next to the number, and choose the users or email addresses. Changes can take up to 10 minutes to start working. See [SMS to Webphone users](https://kb.voipcloud.online/au/services/phone-numbers/sms-to-webphone-users/) and [SMS to email](https://kb.voipcloud.online/au/services/phone-numbers/sms-to-email/). ### 3. The user doesn't have the Webphone SMS can only be sent and received in the Webphone (browser, desktop or mobile app), not on desk phones or softphones. **Fix:** add a Webphone device to the [User](https://kb.voipcloud.online/au/pbx/accept-make-divert/user/) and make sure they sign in. ### 4. The sender is blocked SMS from numbers on the [Global blocklist](https://kb.voipcloud.online/au/pbx/settings/global-blocklist/) aren't delivered. You may still be charged for them. **Fix:** remove the number from the global blocklist if you want their messages. ### 5. The email went to spam For SMS to email, check your spam or junk folder and ask your email administrator to allow these messages. ## Outgoing SMS not delivered ### 1. No SMS plan, or no SMS-enabled number To send SMS in the Webphone, the user needs an **SMS plan** (set on their licence in **Services** › **PBX licences**) and an SMS-enabled number routed to them. Some SMS-enabled numbers can only receive SMS. To send from them, Application-to-Person messaging (A2P) must be activated first. A note next to **SMS routing** shows when a number needs A2P. ### 2. The destination isn't supported If the Webphone shows **Destination is not supported**, SMS can't be sent to that number. To check that you can send SMS to a number, look for a rate in **Billing** › **Rates search** › **Outbound SMS rates** for the user's SMS plan. See [Check call rates](https://kb.voipcloud.online/au/billing/check-call-rates/). ### 3. The message is too long or uses pictures - A message can be up to 459 characters if it uses only Latin letters and digits, or 201 characters if it has any other character, such as an emoji or non-Latin letter. Longer messages may not be delivered. - Picture messages (MMS) aren't supported. ### 4. The number format Enter the recipient's number with the country code instead of the leading 0, for example 614… for an Australian mobile or 447… for a UK mobile. ### 5. Sending with your business name To send SMS with your business name as the sender (an alphanumeric sender ID), you must apply for it first. Recipients can't reply to a name. In Australia, business names used as SMS sender IDs must be registered. See [SMS sender ID register](https://kb.voipcloud.online/au/security/sms-sender-id-register/). Allowed sender IDs are set per user in **Allowed alphanumeric SMS IDs** on the [User](https://kb.voipcloud.online/au/pbx/accept-make-divert/user/). ## When to contact support [Create a support ticket](https://kb.voipcloud.online/au/support/support-tickets/) with: - your number and the other person's number; - the date and time the SMS was sent (with your time zone); - whether it was incoming or outgoing, and whether it shows in **Reports** › **SMS history**; - where you expected it (Webphone user or email address).