GoHighLevel: a contact isn't getting your texts
Short answer
When one contact never gets your texts, it's almost always Do Not Disturb. Either they replied STOP (or UNSUBSCRIBE, CANCEL, END, QUIT), which turns on a permanent SMS DND, or DND was switched on for them, sometimes automatically after a carrier error. The failed text shows error 21610. You can't override an opt-out: the contact has to text START, YES or UNSTOP to your number.
How to fix it
- Find the failed text. In Conversations, failed texts carry a red warning. Hover over it to see the error code.
- Check the contact's DND. Open the contact; the DND section is at the bottom of the left column. Active channels show grayed out: email, SMS, calls, Facebook, Google Business Profile, WhatsApp, or all channels.
- Know which kind it is. Temporary DND can be switched off on the contact. A STOP reply sets a permanent SMS DND that you can't remove from the account.
- Ask them to opt back in. By another channel, ask the contact to reply START, YES or UNSTOP to your number. That removes the DND automatically. If it doesn't, HighLevel says to raise a support ticket.
- Catch it automatically. A workflow with the Messaging Error – SMS trigger, filtered to error 21610, can tag the contact or tell your team, so nobody keeps texting into a wall.
- Keep opt-out wording on. Under Settings > Phone System > Messaging, add opt-out wording to outbound texts so people know how to stop, and how to start again.
Why DND turns on by itself
HighLevel turns on SMS DND automatically when a carrier returns error 30003, 30004, 30005 or 30006 for the number. Check the number is a working mobile before switching it off.
Common questions
- Can support remove a STOP for me?
- HighLevel's messaging policy says a permanent DND can't be revoked by you from the account. The contact texting START is the reliable way back; HighLevel says to open a ticket only if that doesn't work.
- They want my texts. Why are they still blocked?
- A STOP reply blocks every text until they reply START, YES or UNSTOP, even if they've told you in person that they want messages.
- Does DND stop calls too?
- Only if DND is on for calls or for all channels. Each channel has its own switch.
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More texting fixes
GoHighLevel SMS error 30007: why carriers filter your texts
The carrier blocked the text as likely spam. Usually a public link shortener, missing opt-out wording or weak consent.
GoHighLevel error 30034: texts fail from an unregistered number
Your US number isn't linked to an approved A2P 10DLC campaign yet. Register in Trust Center, then wait up to 24 hours.
GoHighLevel SMS error 30003: the phone couldn't be reached
The carrier couldn't reach the phone: off, no signal, or not able to take texts. It also turns on SMS DND for that contact.
A2P 10DLC campaign rejected in GoHighLevel: what to fix
The usual reasons: opt-in wording, a privacy policy that doesn't cover mobile data, sample messages, or the website.
GoHighLevel texts sending from the wrong number
HighLevel picks the number in a set order: the one chosen for that message, the user's number, the conversation's number, then the default.
GoHighLevel texts with links getting blocked
Public link shorteners get texts filtered. Use the full link or a short link on your own domain, with no more than one redirect.
GoHighLevel MMS or images not sending
Usually the image is too big for the carrier, the file type isn't supported, or the recipient is outside the US and Canada.
GoHighLevel SMS opt-out keywords: STOP, START and HELP
STOP, STOPALL, CANCEL, UNSUBSCRIBE, END or QUIT opt a contact out. START, YES or UNSTOP opt them back in; toll-free only takes START or UNSTOP.
Related fixes
GoHighLevel workflow not triggering: a checklist
Usually it's still in Draft, the trigger filters don't match, or re-entry is off. The execution logs tell you which.
Read the fix
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