If your clients aren't receiving SMS notifications from Wix Bookings, the issue is usually a missing phone number, wrong number format, or a US-specific sending requirement.
In this article, we explain why SMS messages sometimes do not arrive and how to improve your delivery rates.
Reasons Why SMS Messages May Not Be Delivered
1. The client entered a landline, fax, or invalid number
Omnisend can only send SMS to valid mobile numbers. Ask the client to update their booking details with a correct mobile number.
2. The number is in the wrong format
The phone number must include the international country code (e.g., +14255551212). Numbers entered without a country code – such as (425) 555-1212 – will cause delivery to fail.
3. Your message contains promotional content (US only)
If your SMS includes phrases like "pay now" or "get 50% off," US carriers may block delivery. To send promotional content to US numbers, you must verify your toll-free number first.
4. The carrier rejected the message
Some mobile networks cannot receive SMS due to regional restrictions, no service coverage, or temporary network issues. Go to Reports → Campaigns → select the campaign → review the Failed Delivery Rate under Contact Activity. If the issue affects multiple contacts, contact our Support team.
How to Improve SMS Delivery
1. Make the phone number field required in Wix
This ensures every client provides a valid number in the correct format when booking.
Follow the steps in Wix Bookings: Supported Features – Collect Phone Numbers for SMS to add and require the phone field in your checkout form.
2. Use international format for manually entered numbers
When entering a number manually, always include the country code prefix.
❌ (425) 555-1212
✅ +14255551212
3. Verify your toll-free number (US only)
If you send to US numbers, complete toll-free number verification to ensure delivery.
Need extra support? Contact our 24/7 Support Team via the in-app chat or email [email protected].