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SMS

How to fix the "From number is not SMS-capable" error

This error appears before the message leaves, because the number chosen as sender can't send texts. Under Settings › Phone Numbers, confirm the number has messaging enabled and, in the U.S., that it's linked to an approved A2P registration; otherwise pick another SMS-capable number or buy one.

Updated on

Before you start

  • Note where the error shows up: in a conversation, in a workflow Send SMS action or in a campaign. In every case the cause is the sending number, not the recipient.
  • You need permission to view Settings › Phone Numbers.
  • This error is different from carrier delivery errors (which happen after the message goes out). If the message left and failed later, follow the article on undelivered SMS.
Where to find it

Settings › Phone Numbers › (open the number) › Messaging capabilities

Step by step

Confirm the number can send texts

  1. Open Settings › Phone Numbers.
  2. Open the details of the number you're using as sender.
  3. Confirm messaging is enabled. A number can make calls and still have no SMS; being able to call doesn't prove it can text.
  4. If the number was bought or ported recently, allow 24 to 48 hours for carrier provisioning to finish.
  5. If the number has no SMS, pick another number in your account that does, or buy a new one.

In the United States: confirm A2P registration

  1. Under Settings › Phone Numbers, open the number and confirm it's linked to an approved A2P brand and campaign.
  2. If registration is pending or rejected, the number can't text U.S. numbers. Finish the registration or fix what was rejected.
  3. If the campaign is approved but the number isn't assigned to it, assign it.

After switching or porting a number

  1. Re-select the new number everywhere the sender is stored: the conversation (From field), workflow Send SMS actions, campaigns, the account's default number and each user's assigned number under Settings › My Staff.
  2. Send a test text to confirm the new number is recognized.

Check the format (integrations and workflows)

  1. If you typed the sending number by hand (in a workflow or an integration), use international format: +, country code and number, with no spaces or symbols (for example, +15551234567).
  2. In conversations and campaigns the number picker formats it correctly already; nothing to change.

Tips

  • For international sending, confirm the sender type is accepted in the destination country: some countries require an alphanumeric sender or a registered number.
  • U.S./Canada toll-free numbers can send SMS, but without verification carriers filter them more and more; get them verified.
  • Short codes only work within their own country.

Common problems

  • The number makes calls but won't send texts → It was provisioned for voice only. Enable messaging if the option exists, or use another SMS-capable number.
  • I just bought the number and it errors → Carrier provisioning can take 24 to 48 hours. Wait and try again.
  • A2P registration is pending → Until it's approved, no texting to the U.S. Track the status and complete what's missing.
  • I switched numbers and workflows error out → The actions still point to the old number. Re-select the new one in every Send SMS action and in the default number.
  • I'm texting another country and get a sender error → The number type isn't valid for that destination. Check the country's requirements.

Frequently asked questions

Does this error mean the customer can't receive texts?

No. It's about your sending number. The customer's number only comes into play with delivery errors, after the message goes out.

Can I use the same number for calls and texts?

Yes, as long as both capabilities are enabled under Settings › Phone Numbers.

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