Connect automatically flags invalid phone numbers to keep your messaging running smoothly. You can also mark numbers manually, straight from a customer's profile or the Failed & Disabled Messages page, and easily reverse it anytime.
Content:
- How numbers get automatically flagged invalid
- How to manually mark a phone number as invalid
- Conversation Page
- Failed & Disabled Messages Page
- Failed Reasons
- Frequently Asked Questions
- Related Article
How numbers get automatically flagged invalid
When a message fails to deliver for a specific reason, Connect will automatically flag that phone number as invalid (see examples below). The only way to restore it is by updating the phone number directly in the member's ClubReady profile.
| Invalid Code | Invalid Reason |
|---|---|
| 21614 | Landline; not SMS-capable. |
| 21265 | Short code; not allowed as a destination. |
| 212211 | Fails E.164 validation. |
| 30005 | Carrier response that the number does not exist. |
| 21268 | The number is hard-blocked by Twilio. |
You can find these details in the Failed & Disabled Messages log.
How to manually mark a phone number as invalid
You can manually mark a number as invalid from two places: the Conversations page or the Failed & Disabled Messages log.
Best Practice: Before marking a number as invalid, consider marking the client as opted out instead. Opting out is the preferred method for managing undeliverable or unwanted messages, and it also syncs with ClubReady communication preferences to keep your records consistent across the platform. Reserve marking a number as invalid for cases where the number itself is the problem (wrong number, landline, non-existent, etc.).
Conversation Page
To Mark Invalid
1. Conversations Page: Located on the Conversations page, select the desired customer's conversation history and click the three dots located in the upper right corner above their information.
2. Mark Phone as Invalid: Select the option to mark their phone number as invalid. You will know that this was done successfully by the following indicators:
- A "Success" message will appear.
- A "Invalid" flag will appear within their information.
- You will see "This number is marked as invalid.
- It will remove messaging ability.
Heads Up: Invalid numbers will still appear under the Active filter. Use the Invalid filter to view only numbers that have been flagged, or check for the "Invalid" flag within a client's profile to confirm their status.
Failed & Disabled Messages Page
Invalid
1. Conversations Page: Located on the Conversations page, locate the three dots and select Failed & Disabled Messages.
2. Actions Column: Scrolling to the far right, select the three dots to see the option to Mark Phone as Invalid. You will know that this was done successfully by the following indicators:
- A "Success" message will appear.
- A "Invalid" flag will appear next to their phone number.
- It will remove messaging ability.
Mark as Valid: To reverse this action, follow the same steps above and select "Valid" to restore the number and resume messaging.
Frequently Asked Questions
Q: What happens when I mark a phone number as invalid?
A: Marking a number as invalid prevents all messages from being sent to or received from that phone number. This stops carrier fees from accumulating on unusable numbers and removes the number from active messaging queues.
Q: Can I undo marking a number as invalid?
A: Yes, you can restore a manually marked invalid number to valid status using the same process (select "Mark Phone as Valid" from the three-dot menu). However, numbers automatically flagged as invalid by the system due to carrier failures cannot be restored through this interface.
Q: Why can't I mark some invalid numbers back to valid?
A: Numbers automatically flagged by the system due to carrier failures (landlines, non-existent numbers, hard-blocked numbers, etc.) cannot be restored to valid status. The underlying issue with the number must be resolved first—usually by obtaining a correct, SMS-capable mobile number from the customer.
Q: How do I know if a number was marked invalid manually or automatically?
A: Check the Failed & Disabled Messages page. If there's a "Failed Reason" listed (like "Landline" or "Fails E.164 validation"), the system marked it invalid automatically. If there's no failed reason, it was likely marked invalid manually by a staff member.
Q: Will marking a number invalid delete the customer's conversation history?
A: No. All previous conversation history remains intact. You simply won't be able to send new messages until the number is marked valid again.
Q: Can I see a report of who marked a phone number as valid or invalid?
A: This is not currently available. The ability to report on staff activity for these updates has been noted as a feature idea for future consideration.
Related Article
How-to: Mark Phone Numbers Valid or Invalid (Individual or Bulk)
How-to: Edit a Customer Profile
Manually Opting Out Individual(s)