Why are my messages showing as pending or not sending?
Sometimes, you will see Pending next to a message in the Messages tab:
SMS will show up as Pending if it has been queued and is waiting to send. There are a couple of scenarios in which this happen for an extended period of time:
You have run out of SMS credits
SMS are charged separately from your monthly subscription and can be purchased in packs. They carry over month to month and never expire, so you can tailor your use to suit your business.
Each SMS message will cost 1.0 credit. If you have two-way SMS enabled, then customer replies will cost 0.5 credits.
- To check your SMS balance, head to Account > SMS credits in the main menu.
- You will see your balance at the top of the page:
- If this is showing as 0.0, you can use the Buy SMS credits button to purchase more SMS.
- Choose your preferred SMS pack from the pop up list (the price will be included) and click Buy SMS credits to complete.
- Your balance will be updated and SMS will resume sending.
Full details of SMS pricing for available countries/currencies can be found on our website here: http://www.gettimely.com/pricing
Check out our How to buy SMS credits guide for more information.
You have your SMS and email delay enabled.
By default all of your SMS and email messages will be sent after a 10 minute delay. This is to prevent a customer (or staff member) from receiving multiple messages if a series of changes are made to an appointment one after the other.
To adjust the SMS delay settings:
- Head to Setup > SMS Settings from the main menu.
- Scroll down to the SMS and email delay section:
- Update this to your desired delay period and click Save to apply.
Adding a delay also allows you to pause and delete any pending messages before they are sent. This is great if you'd like stop notifications from sending on a specific appointment. Find out more
The message was generated outside of the SMS sending window
The default setting for restricting the sending of SMS messages to customers, is set to between 8:00AM and 9:00PM. This isto prevent customer's receiving unwanted or disruptive messages in the middle of the night.
No SMS messages will be sent outside of this time period. So if a reminder, notification or ad-hoc SMS is created at 9:30PM, this won't be sent until 8:00AM the following day. The message will remain pending during this time.
To set your SMS time restrictions:
- Head to Setup > SMS settings in the main menu.
- Scroll down to the SMS time restrictions section (see below):
- Under the Restrict SMS message sending to these times heading select the Start time:
- Then adjust the End time:
- Click Save to apply your changes.
If your SMS messages have been pending for longer than the delay period and none of the above options seem to be the case, then get in touch with us on firstname.lastname@example.org, or by using the Help > Contact support option in your account.