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Troubleshooting

Messages are not being delivered to guests

Diagnose delivery failures when outbound messages from Rezi are not reaching guests.

Updated June 10, 2026 3 min read

When a message shows as sent in Rezi but the guest does not receive it, the issue can lie at several points in the delivery chain: Rezi's outbound queue, the carrier network, or the guest's handset. Delivery receipts in Rezi show the current status of each message and help narrow down where the failure occurred.

Reading delivery receipts

In any conversation, each message shows a delivery status indicator. Possible statuses: Sent (Rezi passed the message to the carrier), Delivered (the carrier accepted the message), Failed (the carrier could not deliver the message), and Undelivered (message was sent but could not be delivered to the recipient's handset). Click the status indicator to see more details including any carrier error code.

Common delivery failure reasons

  • Invalid phone number, the number is disconnected, ported, or formatted incorrectly
  • Carrier filtering, carrier spam filters blocked the message (common for new numbers without A2P 10DLC registration)
  • Full voicemail/message inbox, rare but possible for older phones
  • International number without international SMS enabled on the account
  • Guest's device is off or in airplane mode for an extended period

A2P 10DLC registration

In the United States, commercial SMS sent over long-code numbers must be registered with the A2P 10DLC system (a carrier-level vetting process). Unregistered numbers have significant message filtering applied by major carriers. If you are experiencing widespread delivery failures with a new Rezi number, A2P registration may not be complete.

A2P registration typically takes 3-7 business days to approve. During this period, your messages may have higher filter rates on certain carriers. Once approved, delivery rates normalize significantly. Rezi handles registration on your behalf for the numbers it provisions, contact support if you suspect a registration issue.

The error reason in the delivery receipt details is the fastest path to understanding a specific failure. Common reasons: unreachable destination handset, landline unable to receive SMS, carrier filtering, and an attempt to message a number that replied STOP. Each points to a specific resolution.

Retrying failed messages

For individual failed messages, you can retry sending from the conversation view by clicking Retry on the failed message. For systematic delivery failures affecting many guests, investigate the root cause before retrying, retrying a filtered message to the same number will fail again until the underlying issue (registration, number format, carrier block) is resolved.

A guest says they received two copies of a message. Is that a Rezi issue?
Duplicate message delivery can occasionally happen due to carrier retry logic on uncertain delivery status. If a delivery confirmation does not come back quickly, the carrier may retry. This is rare and typically a transient carrier issue. If it happens consistently, contact support.
Messages deliver to some carriers but not others. What is happening?
This is a common symptom of incomplete A2P registration. AT&T, Verizon, and T-Mobile have different filtering levels. If messages deliver to Verizon customers but not AT&T, it suggests carrier-specific filtering. Complete A2P 10DLC registration resolves this in most cases.
Can I test delivery to a specific number without sending a real guest message?
Yes. Use the test message feature in the building's messaging settings to send a test SMS to a number you enter. This lets you verify that messages reach a specific carrier or number without affecting any guest conversation.

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