My customers are not getting texts

Start at the top of Settings, Phone and forwarding. The protection status card says in one line whether Catchline is active, paused, testing, not configured, or in error. Then go through this list.

1. Are the calls reaching Catchline?

If missed calls are not appearing in your inbox at all, the problem is forwarding, not texting. Run a test call. If it fails, see Forwarding stopped working.

2. Is protection paused, or the plan inactive?

A paused business logs calls but sends nothing. A trial that has ended, or a subscription that is not active, does the same. Resume under Settings, Phone and forwarding, or choose a plan under Billing.

3. Did this caller opt out, or is their number blocked?

Open the conversation in the inbox. An Opted out or Blocked badge explains a missing text. Opted-out customers come back only by texting START; a blocked number you can unblock yourself.

4. Was the text sent but not delivered?

If the missed call shows in the inbox with a text under it, look at the text's state. Not delivered or Failed with an error code means the carrier refused it: a landline, a number that cannot receive texts, or carrier filtering. See Why a text says Not delivered.

5. Is carrier registration finished?

New numbers are approved for business texting before texts reach every carrier. Until then, texts to some networks fail. Catchline handles the registration with the phone provider after you pick a number, and it usually clears within a few business days. You cannot see its progress in the product yet, so if it has been longer than a week, email hello@catchlinehq.com with your business name.

Still stuck? Email hello@catchlinehq.com with your business name, the caller's number and the time of the call. Screenshots help.