Troubleshoot Pending or Partially Failed Group Message Campaigns

Check the original campaign before repeating it

A campaign can have different outcomes for different recipients. A submission notice or a credit balance is not confirmation that everyone received the message. Use the original campaign and recipient report to decide what to check next.

1. Find the campaign

1. Confirm the selected location and open Conversations → Group Messages → Sent Messages.
2. Search for the campaign text and compare its Date and Scheduled information.
3. Review Status, Total, Segments, Success and Failed.

Total, segments and delivered recipients are different measures. A long SMS can use several segments per recipient. Do not subtract unlike totals to decide how many people should receive a retry. Status wording or icons can differ; inspect the delivery report when the summary is unclear.

2. If it was scheduled

• Confirm the intended date, time and the profile time zone used when scheduling.
• Check whether that time has actually passed. A future scheduled time is not the same as a failed campaign.
• Do not create a second scheduled campaign just because the first has no delivery results yet.

Do not assume the trash icon recalls messages or stops delivery already in progress. If a scheduled campaign needs to be changed or stopped and the screen does not provide a clear action, ask support before deleting it or submitting a replacement.

3. Open the recipient report

1. On the campaign row, click the Show info information icon.
2. In Delivery report, confirm the sending line, date and text.
3. Use Search recipients… to find the intended person. Review Delivered and Date for that row.

If the page says No delivery data for this message, the report does not yet establish a delivered or failed result for each person. Record what is shown and contact support if it remains unclear. Avoid repeatedly submitting the same campaign.

4. Check the relevant cause

• Credits: compare Remaining Text Messages with the final campaign usage. Review Order History if a purchase or top-up was attempted. Phone Auto-Pay and the AI Wallet are separate.
• Recipients: check the intended list, full numbers, personalization fields and the Opted-Out (Unsubscribed) list. Do not remove opt-outs to force delivery.
• Delivery failure: review the error evidence in Analytics → Undelivered Messages where available. The reason determines the correction; not every failure is caused by low credits.
• Content and sender: verify the correct business number and applicable messaging registration and content requirements. More credits do not override a carrier restriction.

5. Retry only after checking individual outcomes

Identify who already received the message, who has a confirmed failure and who still has no final result. Resolve the cause first. If a new attempt is appropriate, prepare a reviewed audience for only the intended retries; do not assume the portal automatically excludes successful recipients. Keep consent and opt-outs in effect.

What to send support

Share the location, campaign reference, sending number, campaign date/time and time zone, scheduled time if applicable, counts shown, and a few affected recipients through support. Include exact errors and whether you already retried. Never share a complete customer list publicly.

Related guides

• Send a Group Message
• Message credits and Auto Purchase

Need help?

Call, text or WhatsApp (833) 966-4835, or email info@zonitel.com. Share relevant examples privately; never include passwords or verification codes.