If your SMS shows as delivered in Bloomreach, it means the SMS provider reported a successful delivery receipt. It doesn't always mean the message was shown to the recipient on their device. The message can still be filtered, blocked, delayed, or hidden after it leaves Bloomreach and the provider.
Purpose
Use this guide when:
Bloomreach reports the SMS as delivered
The recipient says they didn't receive or see the message
The issue affects one recipient or a small group of recipients
This guide helps you identify the most common causes and gather the right details before contacting support.
Understand what delivered means
Bloomreach creates the SMS event and sends the message to your configured provider. After that, the provider and mobile carrier handle the delivery to the handset. A delivered status indicates that the provider has confirmed delivery in the telecom chain. It doesn't confirm that the message was visible in the recipient’s inbox.
Check the most common causes
A delivered SMS may still not appear on the device for these reasons:
The device filtered the message as spam.
The sender ID was blocked, or the message was routed to an unknown sender folder.
The mobile carrier filtered the content before the user saw it.
The recipient uses a multi-SIM or forwarding setup so that the message can be displayed on another device or in another inbox.
The message content looked promotional or contained elements that triggered filtering systems.
The device or messaging app had a local issue that prevented the message from being displayed correctly.
Troubleshoot the issue
Confirm the scope
Check whether the issue affects a single recipient, a small group, or the entire campaign. If it affects only one number, the cause is often on the device side or the operator side. If it affects multiple recipients, look for a pattern by country, carrier, or sender.
Ask the recipient to check the device
Ask the recipient/s to review their spam, unknown sender, blocked sender, security app, and message filtering settings. If they use dual SIM, eSIM, or message forwarding, ask them to check the other line or device as well.
Review the message content
If the SMS includes shortened links, heavy promotional wording, or other content that may look suspicious, filtering is more likely. This is especially important if similar content fails for the same country or carrier.
Check for a country or carrier pattern
Compare affected recipients by country, operator, sender ID, and send time. Providers and carriers investigate routing issues per country and route, not globally, so patterns matter.
Check whether the message may still have reached the user
If recipients clicked a link, replied to the SMS, or completed the expected action, the issue may be about visibility or reporting rather than a full delivery failure.
Contact your mobile operator if the issue is isolated
If the issue affects only one or a few recipients and Bloomreach shows the message as delivered, the mobile operator may be able to confirm whether the handset or the network filtered the message.
Contact support with recent examples
Share the phone number, approximate timestamp, country, mobile operator if known, sender ID, campaign or scenario link, and whether the issue affects one recipient or many. Recent examples make troubleshooting easier, especially for provider-side review windows.
What to send to support
When you contact support, include:
- 2 to 3 recent affected phone numbers
- The sent timestamp
- The campaign or scenario link
- The sender ID used
- The destination country and operator, if known
- Whether the issue affects one recipient or a larger segment
- Whether recipients clicked, replied, or completed the expected action
This helps determine whether the issue is isolated, content-related, carrier-related, or part of a wider routing pattern.
When to contact support immediately
Contact support as soon as possible if:
- Multiple recipients report the same issue
- The issue is limited to one country or carrier
- The same sender ID or message content fails repeatedly
- The problem affects time-sensitive or one-time password messages
These patterns may point to a carrier, provider, or routing issue rather than a single device problem.
Summary
A delivered status means the provider reported successful delivery, but it doesn't guarantee that the SMS was shown on the device. In most cases, the cause is device filtering, sender blocking, carrier-side filtering, or similar handset behavior. Start by checking the scope, then verify device and carrier factors, and send recent examples to support if you need a deeper investigation.