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I can't send text messages

What you may notice

  • There's no Messages option in your app
  • Your message says Failed
  • Your message shows Retry
  • You receive texts, but the ones you send don't go through
  • Your number was recently moved to PMX and texting isn't working yet
  • Your texting app shows a different business number than the one you expected

What you can try

  1. Make sure texting is part of your service. Texting works only when business texting is included and turned on for your PMX service. Not every number or extension has it. If you've never been able to text from the app, ask PMX.
  2. Make sure you're texting from the right app. For most customers that's CloudieConnect, or SNAPmobile if you already use it. A few businesses use Textable. See Business texting.
  3. No Messages option? In CloudieConnect, refresh the app's settings (see Refresh CloudieConnect settings), then sign out and back in. If Messages still isn't there, texting isn't turned on for you. Contact PMX.
  4. Message says Failed or Retry? Check your cell has internet (Wi-Fi or cellular data), then tap Retry or send it again once. Don't keep resending.
  5. Check the number you're texting. Include the area code.
  6. Check the business number the app is showing is the one you expect.
  7. Note the time and any error you see, and take a screenshot.

Please don't change any account settings to try to fix it. Contact PMX instead.

Did your number just move to PMX?

When a business number is transferred to PMX from another provider, calling and texting can start working at different times. Texting often takes longer to finish setting up. During that time you might be able to receive texts but not send them, or your texting app might show a temporary number. This is normal and PMX will finish it on our side. You don't need to do anything, but let PMX know if texting still isn't working a few days after the move.

My texting app shows the wrong number

Don't try to change it yourself. Contact PMX and tell us:

  • Your name and organization
  • The number you expect to see
  • The number the app is showing

When to contact PMX

If the steps above didn't fix it, PMX takes it from here. We handle the technical side, like phone system and call routing settings, phone setup and resets, number and texting setup, 911 details, and office network or firewall changes. Please don't try to change those yourself.

For texting, that includes turning texting on, which business number your texts come from, carrier registration for business texting, and finishing a number move to PMX.

Contact PMX with the number you're texting from, the approximate time you tried, the error you saw, and a screenshot.

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