If you’re unable to send an SMS or MMS campaign from your Hive account, it may be due to a few common reasons. This guide will walk you through the possible causes and how to resolve them.
Haven’t sent an SMS campaign in 30 days
Your toll-free number may become inactive if it hasn’t been used for more than 30 days. Keeping it active is important to ensure uninterrupted service.
What you can do:
Send a campaign: Launch a one-time SMS campaign or set up an automation to keep your number active. SMS campaigns offer industry-leading open rates of up to 98%, making them one of the most effective ways to engage your audience.
Send a test campaign: Not ready for a full send? You can send a test campaign to your internal team.
Best practice: Send at least 1 SMS messages per month to prevent your number from slipping into dormancy.
Message filtering by carriers
If your SMS campaign is paused after sending, it could be due to carrier-level message filtering. Carriers use filters to block spam, enforce rules, and ensure compliance with local regulations.
If your message contains a keyword that triggers these filters, the carrier may automatically pause your campaign. Or if your message results in a high number of bounces or opt-outs.
What you can do: Reach out to Hive Support. Our team will contact the carrier on your behalf to resolve the issue. Additionally, ensure that your SMS content adheres to provider's terms of service to minimize the risk of message filtering or blocking. Prohibited content like references to cannabis, even in compliant countries, is not allowed under many carrier guidelines.
Business verification not submitted or approved
Carriers require businesses to be verified to improve SMS deliverability. Without verification, you may not be able to send SMS/MMS campaigns.
What you can do:
Start verification: Go to your SMS Settings page, review the SMS/MMS Terms & Conditions, and begin the verification process.
Need help? Follow the step-by-step instructions in this article.
Already submitted? Contact Hive Support to check the status of your verification.
Account under review by Hive
If you see an “Account Under Review” message, it means Hive is still reviewing your account. This process helps protect our platform from spam and fraudulent accounts.
What you can do:Contact Hive Support if you’d like a status update or have questions—we’re here to help.
Tip: Staying active with regular SMS campaigns, following carrier guidelines, and completing business verification will help ensure smooth delivery and prevent disruptions. Ensure your SMS content follows compliance guidelines by avoiding prohibited topics, such as references to cannabis, and regularly reviewing the terms of service from your provider. Testing campaigns prior to sending can help identify any compliance or delivery issues in advance.