What do Message Error Codes mean?

  • Updated

Contents

  1. How to View A Report with Message Error Codes
  2. What to Know About Undelivered Messages
  3. Twilio Errors
  4. Impactive Safeguards
  5. Carrier Filtering
  6. Glossary of Message Error Codes
  7. Still have questions?

If you’re confused about your action results, it can be helpful to download an export of your messages to see what errors are occurring. This article will walk you through how to pull this report, as well as what each error code means.

 

How to View A Report with Message Error Codes

To pull a report of the messages associated with an action, navigate to Data > Exports and then select the export titled Messages. You can also access the Messages export from the bottom of an action’s results page.  You can learn about exports in our Help Center article, “Data Reporting”.

You can find the error code(s) associated with each message in column AE “error_code” and a description of the error code in column AD “aasm_message.”

Pro-tip: You can also view the texting errors that occur during a Peer-to-Peer Texting activity with the Errors table on the action’s ‘View Results’ page. The Errors table reports the ID, type, and count of each error generated. 01c52022aadaf42433f2de24e7374dc5.png

 

What to Know About Undelivered Messages

Impactive has three metrics for undelivered text messages to help you draw better conclusions from your peer-to-peer and broadcast texting efforts:

 

Twilio Errors

These are the total number of messages that Twilio (our carrier) encountered an error when attempting to deliver the message to the receiver. You can see the total under the "Twilio errors" box.

 

If you want to explore more context, you can try exporting messages under the "Export Messages" button at the bottom of your "View Results" screen. On the messages export, these messages are listed with a 5-digit error code in the "error_code" column. For example, the error code 30003 means that the device that you texted was switched off when the message was received.

 

Twilio has more context on these in their documentation; however, if you're pressed for time, you can simply navigate to the "aasm_message" column to get a human-readable error message like "Contact has unsubscribed".

 

Impactive Safeguards

In order to safeguard your campaign from things like duplicate texts, unauthenticated texts, and spamming the same voter repeatedly, Impactive has a series of safeguards that are conducted before the actual sending of an SMS message to the carriers. Should the message encounter one of these safeguards, the message will either not send (in these cases you will NOT be billed for the SMS) or the message will attempt to send and fail (in these cases you will be billed for the SMS).

 

Carrier Filtering

These are the total number of messages that were filtered by the carriers (ATT, T-Mobile, etc…) prior to being delivered to the receiver. On the messages export, they’re listed as a Twilio 5-digit error code, specifically, 30007.

 

Glossary of Message Error Codes

 

Error Code #

Description

1001

An identical (duplicate) message has already been sent to the recipient. Might show up if a contact didn’t respond to the initial message, and the message is sent again.

1002
  • “Recipient has been messaged in the past 6 hours. Outbound messaging is locked.” Most common cause of this error code. We recommend leaving Outbound Message Lock Protection enabled so that you are not accidentally spamming contacts, however you could choose to adjust the settings by navigating to Campaign > Settings.
  • “Cannot send blank messages.”
  • “Cannot send to a blank number.”

1101

“Phone message can only be sent from a user to a contact” When a user is recording sending an email or making a call and the recipient is neither a campaign contact nor a user’s relational contact.

1105

User activity campaign must match contact campaign

1107

“Send retries exhausted” This would mean that we tried to send the message 10 times and Twilio’s API rejected the message every time.

1112

“This contact has been marked as hostile and their replies will not be returned to volunteers.” This will appear after you’ve marked a contact as “Hostile” from the Contacts tab in your admin dashboard.

1114

“This contact has opted out and their replies will not be returned to volunteers.”

1202

“Campaign is not allowing texting at this time.” This error message appears when follow up texts are happening past campaign texting hours which triggers the error. You can update campaign texting hours at Campaign > Settings > Texting. Expand your texting end time, and follow up texts should no longer error out.

1204

“Unable to send message. Number has recently resulted in an error.” Appears if you accidentally include a phone number that previously errored out due to Twilio error.

1205

“Unable to send message. Number is not a valid mobile number.”

1302

“Contact has already unsubscribed.”

1303

“Contact must be assigned to sender or have been contacted by sender already.” Usually if none of the following are true: 

  • The user is the P2P assigned user for the contact.
  • The user is on a message thread with the contact or has sent a message to the contact in the past.
  • The user has claimed this contact in terms of messaging for P2P.

1305

“Contact has already been invited by the user.” Refers to volunteers inviting their synced phone contacts to the campaign using the “Share Invite” button in Contacts tab on mobile app.

1306
  • “Contact has invalid phone number.”
  • “Contact has recently unsubscribed from another message.” 

9000

Unable to create record the “To” number is not a valid phone number.

9001

message_locked_lock_false

message_locked_lock_true

 

Still have questions? Ask us.

We encourage you to email our support team at support@impactive.io. Additionally, we offer training resources where our clients are able to meet with our team and discuss the platform.

 

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