Unable to Send Message — Message Blocking Is Active

If you or an employee sees the error:

“Unable to send message — Message blocking is active”

this message is coming from the mobile carrier — not from goHappy.

That means the carrier is preventing the reply from going through.

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📌 What Causes This Error?

This message typically indicates a carrier-level restriction. Common causes include:

1.  Carrier-Level Messaging Block

The mobile carrier has a restriction on:

• 10-digit business numbers

• Shortcodes

• Commercial or bulk messaging

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2. Content Filters

Some accounts have:

• Parental controls

• Content filtering

• Spam protection settings

These settings can block business text messages automatically.

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3.  SMS Not Included in the Phone Plan (Less Common)

In rare cases:

• The employee’s mobile plan does not include SMS messaging

• Messaging features were removed from the account

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🔧 How to Resolve It

Follow these steps in order:

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Step 1: Have the Employee Contact Their Mobile Carrier 📞

This is the most effective fix.

The employee should:

• Call the customer service number on their phone bill
  or

• Use their carrier’s mobile app

They should ask the carrier to:

Remove message blocking for the goHappy phone number and allow business SMS messages.

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Step 2: Check for IT Restrictions (Work-Issued Devices) 💻

If the phone is company-issued:

• The IT department may have applied messaging restrictions

• A device-level policy may be blocking SMS replies

The employee should contact their internal IT team to remove the block.

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Step 3: If They Previously Opted Out, Text START 📲

If the employee opted out in the past (by texting STOP), the carrier may still be enforcing a messaging block.

Have them:

1.  Save your goHappy phone number as a contact in their phone

2.  Text START to your goHappy phone number

3. Wait for confirmation

4.  Try replying again

This often restores messaging permissions.