How Reasons are Grouped

People appear on the Texts Opt-Outs tab for two kinds of reasons:

• User-initiated — The recipient replied to a text from your church with an opt-out keyword.
• Delivery failure — A text sent to the recipient's number failed in a way that indicates the number can't reliably receive text messages from your site.

User-initiated Opt-outs

The recipient replied to a text from your church with an opt-out keyword. Recognized keywords are STOP, CANCEL, END, QUIT, UNSUBSCRIBE, and STOPALL. The recipient receives an automatic confirmation that they have been unsubscribed.

Delivery Failure Reasons

These Reasons indicate a lasting problem with the recipient's mobile number — for example, the number isn't valid, the number is a landline, or the carrier is blocking messages to it. Each Reason includes the underlying error code from the texting service.

• Unknown destination handset (code 30005) — The recipient's phone number is not recognized by the carrier. The number may be invalid, mistyped, or disconnected. Verify the mobile number on the person's profile.
• Landline or unreachable carrier (code 30006) — The number belongs to a landline, or its carrier doesn't support text messaging. Landlines cannot receive SMS. Ask the recipient for a mobile number.
• Message blocked (codes 21610 and 30004) — The carrier or the recipient's device blocked the message. The recipient may have previously opted out at the carrier level, or the message may have been flagged by a spam filter.

For other texting service errors — including account-level, message-level, or transient delivery problems — see the comprehensive list at Texting Error Codes. Those errors typically appear in send failure reports rather than on the Texts Opt-Outs page.

Unmapped Error Codes

If the texting service returns an error code that doesn't have a friendly label, the Reason column shows Unmapped Code:code — for example, Unmapped Code:30022. If you see an unmapped code, contact ACS Support with the code. Support can look up what the code means and, if appropriate, request that a friendly description be added.

Restoring a Person's Text Messages

You cannot opt someone back in to text messages from the Opt-Out Management page.

If the opt-out came from the recipient replying STOP, by law the recipient must opt themselves back in. They do this by texting START or UNSTOP to your church's texting number. Once they do, they are automatically removed from the Texts Opt-Outs list.

If the opt-out came from a delivery failure, the path back depends on the cause:

• For an incorrect or unrecognized mobile number, update the person's profile with a working number.
• For a landline, ask the recipient for a mobile number and update their profile.
• For a blocked number, contact ACS Support.