Bounced Messages and Held Numbers

MobileConnect logs a message send as a bounce when it receives a report from the aggregator that the message send failed.

MobileConnect sends all SMS and MMS messages to an aggregator, which distributes the messages to its mobile networks. Mobile networks include networks maintained by the large wireless providers. The aggregator then notifies MobileConnect when it delivers or fails to deliver a message.

MobileConnect logs a message send as a bounce when it receives a report from the aggregator that the message send failed. Bounces can occur for several reasons, such as:

• An incorrect or out-of-service mobile number
• An inoperable or powered-down mobile device
• A mobile device roaming outside of the assigned service area
• An error between the aggregator and the mobile carrier

MobileConnect changes the status of a mobile number to held when two messages bounce more than 30 days apart with no successful message delivery in between. Even if many bounces occur between day one and day 31, the mobile number status isn’t changed to held until another bounce occurs on day 31 or later. If a message send is successful before day 31, the bounce count resets to zero.

MobileConnect doesn’t attempt to deliver a message to a held mobile number until it receives notification that at least one of the previously sent messages delivered successfully.

The MobileNumber is automatically removed from the held List when a message is sent to the short or long code from the handset or when a message is delivered successfully to the handset.

• Disable Bounce Logic and Clear Held Numbers in MobileConnect
  You can disable or enable bounce logic, clear numbers from your held list, and view how many numbers are on the held list. Disabling bounce logic prevents bounced numbers from being added to a held list. Clearing the held list allows you to resume sending to contacts whose numbers bounced twice in more than 30 days.