Journey Builder: SMS Messages Not Received Despite Successful Activity Status

1. Understand Delivery Options

There are two distinct delivery options in the SMS Activity that control targeting behavior:

• Send only to contacts who are subscribed currently

  • Behavior: MCE sends messages only to contacts who already have an active subscription (opt-in) status in MobileConnect.

  • Result: Even if a contact is in the Journey entry source, they will be skipped (excluded) if they are not registered in MobileConnect. This leads to a lower delivery count compared to the journey entry count.

• Subscribe all contacts to a keyword

  • Behavior: MCE automatically subscribes (opts-in) every contact passing through the activity to the specified keyword, regardless of their current status, and then sends the message.

  • Result: The message is delivered to all contacts who pass through the activity.

  • Requirement: Use this option only if you have obtained explicit consent from these users to receive SMS messages, as it forces a subscription.

2. Verify Current Settings

To check why messages might be skipping contacts:

1. Open the relevant journey in Journey Builder.

2. Click the SMS Activity icon on the canvas.

3. In the activity details pane (left side), click the dropdown menu at the top and select Summary.

4. Scroll down to the Delivery Options section to see which mode is currently active.

3. Configure Delivery Options 

To ensure delivery to all contacts (by auto-subscribing them), follow these steps:

1. Open the journey (create a new version if the journey is currently running).

2. Click the SMS Activity on the canvas.

3. Select Delivery Options from the configuration menu 

4. Select Subscribe all contacts to a keyword.

5. Review the Opt-in Certification Policy. If you meet the requirements, acknowledge the policy and click Done.

Frequently Asked Questions (FAQ)

Q. Does a "Success" status in Journey Builder guarantee that the SMS was delivered?

A. No, it does not guarantee delivery.

The numbers and status in Journey Builder indicate that the contact successfully passed through the activity step. If the delivery option is set to "Send only to contacts who are subscribed currently" and an unsubscribed contact enters the step, the system correctly identifies that they should be skipped. The activity is considered "Successful" because the logic executed correctly, even though no message was sent. To verify actual delivery, query the _SMSMessageTracking Data View or check Mobile Studio reports (e.g., SMS Message Detail).

Q. Are Super Messages consumed if a contact is skipped due to opt-in status?

A. No. Super Messages are only consumed for messages that are actually attempted for delivery. Contacts excluded by the "Send only to contacts who are subscribed currently" setting do not consume Super Messages.