Skip to content
  • There are no suggestions because the search field is empty.

A message wasn't delivered

Why a text or email shows Not delivered, or why you can't send one, and what to do about it.

Every message you send shows its status under it in the candidate's Messages tab. Not delivered is followed by the reason. These are the most likely causes:

  • The candidate opted out. "they opted out of texts" or "they unsubscribed from your emails". Texts and emails are separate, so the other channel may still work.
  • They marked your email as spam. "they marked it as spam". This also stops your future emails to that address.
  • No email on file. "no email on file". There's no email address for this person.
  • They didn't opt in to texts. "not opted in to texts". Texting needs an opt-in on their application or CareCommunity profile.
  • Texting isn't on your plan. "texting isn't on your plan". Texts are included with the Platinum plan.
  • The email bounced or was rejected. "the email bounced" or "the email was rejected". The address is probably wrong or no longer in use.
  • The text couldn't be sent. The text was refused, or a phone number or email address was missing for this applicant.

Note: If a person is marked do not contact, nothing is sent to them. An email to them may show "no email on file" even when there is one.

What the other statuses mean

  • Sending: the message is on its way.
  • Sent: the message has gone out.
  • Delivered: the candidate's email provider accepted the email.

When you can't send at all

Sometimes the Text or Email choice is greyed out, and a line beside it says why:

  • Included with the Platinum plan: your plan doesn't include texts.
  • Opted out of texts or unsubscribed from your emails.
  • Marked do not contact.
  • Didn't opt in to texts on their application, or Chose email on their application.
  • Hasn't opted in to texts on their CareCommunity profile: for people you added or unlocked.
  • No phone on file or no email on file.
  • Setting up texting for this application: a new application can take about a minute before texts are ready.

If the application is closed, you see "This application is closed. Reopen it to write to them about this role." If you don't see the box to write in at all, you may not have permission to message candidates. Ask your agency owner.

What to do

  1. Read the reason under the message and try the other channel if it's open.
  2. If an address looks wrong, check it with the candidate another way, for example by phone.
  3. Don't try to get around an opt-out or do not contact. The candidate chose it.
  4. If the reason doesn't make sense, contact support.

Related