SMS not sending to some numbers

Hi,
Thanks for your reaching out.
Do you have a paid Twilio plan, right?
It’s a Twilio console configuration issue.
As I can see in the logs, a message was sent successfully using the from USA number “+1XXX” and not reachable using the form UK-based number”+44XXX”.
But if you send a message to USA numbers from UK one, the messages get rejected.
is your Uk based number is an Alphanumeric sender in Your Twilio console?

If that’s the case then you are getting rejected from the US because the US system doesn’t accept alphanumeric sender IDs (neither do some other countries, just not the ones you’ve tested).

For the reason that some countries may require registration of the desired alphanumeric sender ID prior to sending messages from this ID.https://support.twilio.com/hc/en-us/articles/223133767-International-support-for-Alphanumeric-Sender-ID

To fix this you’ll need a number to send the messages from in the US, I’d recommend getting a new US number for this. which you already did and it worked.

And if you want to use the +44 number, Then you can either catch the error and retry using the number in place of the sender ID.

Or, for a more resilient method, take a look into Twilio Messaging Services which can do an automatic failover to a number when sending with alphanumeric senders.

Hope this helps.

Thanks for the feedback I’ll check with Twilio and let you know.

Hi Support below is the feedback from Twilio Support and also numbers as in Twilio.

Twilio console numbers and feedback

Below is another thing they mentioned.

The most important piece of information to gather about the third party(plugin) is if they are getting the “From” parameter from the configuration page or from the input from the dropdown. Please make them aware that the messages are sending successfully, but the input from the dropdown menu of phone numbers is not being taking into consideration and appears to be overridden by the configuration page number. This means that it is currently only possible to use their plugin with one number at a time.

Another thing I have noticed is that when I choose USA number as FROM number then enter the number to receive the SMS and click on send. It fails and that is because the FROM number fields automatically defaults back to UK one. See below video for more details.

Video SMS Sending Test

Hey any update on the above please?

Hi
Thanks for the feedback.
Our plugin uses the official SDK library from their php repo on github and it’s updated to the last version.
The “from” functions picks and treat the numbers the same way the console does.
We didn’t alter any core parameter withun that form.

Here is what we will do.
I will try to replicate the same issues sending the sms to the same numbers ( as a test ) and see whether I get the same issue .. and from our end .I really hope I get same bug because it’s easier to fix what we can replicate.
And in case we find it.we will fix it immediately

From your end.. did you try to send the sms through the console as a list of numbers.?

I don’t same the support team of Twilio has mistaken to diagnost the issue but some times we need a deeper look at it.

Try it again and tell me what you get.

Cheers

Thanks for the update. So the main issue that even Twilio mentioned is the dropdown where we are selecting the sending number doesn’t stick to the USA number it defaults back to UK number.

If you check the video I sent you can see what is happening.

Just to confirm the plugin is sending SMS correctly using the UK number. But when sending to a USA number it doesn’t because the from dropdown field reverts back to UK number and that is why it fails.

So I think if you can fix the issue so that when I select USA number to send to US recipient it doesn’t fall back to UK send from Number.

We have the two numbers so we use UK to send to UK recipients and USA for US recipients.

Let me know if that make sense. and thanks for your help.

I have reached to Twilio and below is there feedback. I hope this helps.

As it stands, we have found that messages are sent successfully when the appropriate "From" number (UK number for UK recipients, US number for US recipients) is populated in the configuration page of the WordPress plugin. There is a dropdown menu in the message sending part of the WordPress plugin which is populated with both numbers on the Twilio account but selecting a number from this dropdown appears to have no affect on the "From" parameter and only the configuration page number is being chosen.

Thank You so much for the feedback.
In our plugin, we don’t have a dropdown menu to select the number of the “from” parameter, but we have a configuration option instead.
but I think The issue is now clear tho.
Our plugin provides only One “from” number to choose from by default and automatically, but in case you want to send from UK number to US receiptient.
We are now debugging this and we will implement what’s necessarily fixing this one.
Cheers

Thank you for the feedback. On your fix we will be able to choose ‘from’ the parameter and send from that number as opposed to Only one option/default one right?

So I can send ‘from’ USA number to USA recipient right? OR from ‘UK’ to ‘UK’ recipient.

Thanks.

Hi Support, Any update on this were you able to fix the issue? Thank you.

Hi Support just following up here if you have got any updates for me. Thanks