Message delivery basics
Texting usually feels instant, but delivery still depends on your phone service, the customer’s carrier, their phone, and what’s in the message.
What the status indicators mean
Section titled “What the status indicators mean”After you send a message, TracsConnect shows a small indicator on your outgoing bubbles:
| Indicator | What it means |
|---|---|
| ✓ (check) | The customer’s carrier confirmed delivery to their phone. |
| Failed | The message could not be delivered. Tap or hover to see details. |
No indicator yet means the message is still in transit — this usually resolves in a few seconds.
Common reasons a message fails
Section titled “Common reasons a message fails”- The phone number is wrong or out of service.
- The customer texted STOP and is no longer accepting messages from your shop.
- Your phone service connection needs attention.
- The image attachment isn’t a supported format or is too large.
- The carrier filtered the message — this can happen with certain link patterns or high send volumes.
What to do
Section titled “What to do”Double-check the phone number first. If that looks right, try a shorter plain-text message without links or attachments. If messages keep failing, open Setup > Connections and confirm your phone service is still connected.