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Troubleshooting | automated SMS messages are stuck on pending

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Sending automated SMS messages is a great way to keep in contact with your clients. With Timely you're able to send a multitude of various SMS messages to your clients, such as: reminders, follow ups, targeted marketing campaigns, thank you's, and birthday messages. 

However, sometimes you may encounter a pending status next to a message in the messages tab, an SMS will show as pending when it is queued waiting to send. If this does not clear, after an extended period of time, there are a few troubleshooting steps you can take before connecting with our support team. 

 

 

Check your SMS delay settings

A 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.

 

Timely tip: if you would like to send messages without a delay, you can update your settings; find out more about how to do this in our help guide How to adjust your SMS and email settings.

 

 

Check your SMS sending window

A The default setting for restricting the sending of SMS messages to customers, is set to between  8:00AM and 9:00PM (SMS time restrictions). This is to prevent customer's receiving unwanted or disruptive messages in the middle of the night.

 

B No SMS messages will be sent outside of this time period. For example: If an SMS is created at 9:30PM, this won't be sent until 8:00AM the following day.

 

 

Timely note: if your SMS messages have been pending for longer than the delay period you have set and none of the above options resolve this, then get in touch with us by submitting a Help Form at our Help Centre.

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