First, Check If Your Flow Is Active
Before anything else, make sure your flow is actually turned on. A flow that is paused or disabled will not send any texts.
How to check your flow status
1. From the Flow List
Navigate to the Flows section in your TxtCart dashboard's side menu
Scroll to "SMS Flows"
Locate your target Flow
Check the Status and make sure it's blue.
2. From the Flow Details
Go to Flows from the left-hand menu in your TxtCart dashboard.
Click on the Flow that isn’t sending.
Look at the top-right corner of the Flow page.
Make sure the toggle says “Enabled” and is switched ON (blue).
If it’s OFF, click the toggle to enable it. That’s it, your Flow is now live
Not sure what each status means? See the Flow Statuses article for a full explanation.
Common Reasons a Flow Is Not Sending
If your flow is active but still not sending, one of the following is usually the cause.
Your TFN is not enabled, or it has not been approved
Your Toll-Free Number (TFN) must be enabled and approved before any texts can be sent.
Go to Account Details > Account Settings > Messaging and check your TFN status.
Make sure the correct TFN is enabled and approved for the country your subscribers are in.
Note: Texts will not send from a TFN that is pending or not yet approved.
The Flow conditions have not been met
If a subscriber does not meet the conditions set in this flow’s trigger, the flow will not fire for them.
For example, if you have filters or conditions on your flow, subscribers who do not match those conditions will be skipped automatically.
How to fix: Please review your flow conditions and trigger filters to make sure the conditions are broad enough to capture the subscribers you want to target.
Not enough customers are subscribing to your SMS marketing
Before your customers can receive a text message from you, they need to opt in.
TxtCart can capture two types of subscribers: Transactional and Promotional.
Promotional subscribers have manually opted in to receive your SMS marketing, meaning they can receive both marketing and transactional messages from your store.
Transactional subscribers are captured automatically from the Shipping Phone and Billing Phone fields at checkout. However, these subscribers have not opted in to marketing, so they can only receive transactional communications such as order confirmations, shipping updates, and similar messages.
If your subscriber count feels low, it is likely because not enough customers are completing the opt-in step for promotional SMS.
How to fix: This is usually the result of low website traffic and resolves naturally as more people visit your store.
However, if you want to be proactive, make sure your opt-in is visible, easy to complete, and uses clear language that sets the right expectations. Using our recommended opt-in verbiage can help ensure your opt-in is both compelling and compliant, so you capture as many subscribers as possible without missing out due to unclear or off-putting messaging.
The subscriber is outside our supported service regions
In order to send a text message to a subscriber, two conditions must be met: the subscriber needs to be located within one of TxtCart's supported service regions, and you need to have an active toll-free number (TFN) for that region.
If a subscriber is located outside our supported service regions, or within a region that you do not have an active TFN for, TxtCart will not send them a message.
How to fix: Make sure you have an active toll-free number enabled for every region where you have customers.
To enable a toll-free number, go to Account Details > Account Settings > Messaging tab and under "Your Numbers" click the Enable button next to the TFN you want to activate. Then follow the on-screen instructions.
The subscriber has already gone through this flow
By default, TxtCart will not send the same flow message for the same abandoned checkout twice, depending on the type of flow.
Check the flow settings to see if re-enrollment is allowed.
Disable the “Once per Subscriber” option if you want the contact to receive it again.
How to fix: If you have a frequency filter in place, try adjusting it to allow messages to go out more often.
Separately, if Smart Sending is enabled, consider lowering the window so subscribers can be reached more frequently. By default, Smart Sending is set to 8 hours, meaning a subscriber will not receive more than one message within that period.
The subscriber has opted out
Unsubscribed contacts will not receive further messages from your store once they have opted out. This is a legal requirement and cannot be overridden.
How to fix: While you cannot resubscribe someone who has opted out, you can reduce opt-outs by making every message worth receiving. Send relevant content, offer real value, and avoid over-messaging your audience.
Use the Smart Sending feature to set limits on how often a subscriber can be texted so you stay consistent without burning out your list.
Quiet Hours are active
Promotional flows are only sent outside of Quiet Hours. If a message is triggered during the Quiet Hours window (9:00 PM to 8:00 AM in the subscriber's time zone), it will be held and delivered once the window has ended.
How to fix: There is nothing you need to do. The system will automatically resume sending messages to the subscriber once Quiet Hours are over in their time zone.
Still Not Working?
If you have checked everything above and your flow is still not sending, reach out to our support team via live chat or email. Our team will look into the issue and determine the reason why it’s not sending texts.
Still have questions?
Please feel free to contact our wonderful Support team at support@txtcart.ai or via Live Chat.