Must know
- The reason shows in an error message when you press send. The message stays as a faded bubble with a red Retry link until you open another conversation.
- Retry sends exactly the same text, so fix the cause first: shorten the message, or switch the conversation to another channel.
- If your club has switched off the Chat message notification email, every Web & Email message to a family fails until a club admin switches it back on.
Saved or not. Most refused messages are not saved, so the faded bubble is the only copy. The two (saved) rows are kept as failed, with the reason in the tooltip once the thread reloads.
When chat email is switched off. The Chat message notification email is on unless your club switches it off in the admin dashboard under Settings > Communication > Notifications > System Rules. While it is off, Web & Email messages to families are marked failed and not emailed. Staff and coaches still get chat emails. Retry fails the same way. Switch to Web Only, or to Web & SMS if the person has a verified phone, and ask a club admin to switch it back on.
When you start or switch a chat.
When a text fails later. If the carrier reports a Web & SMS text as failed or undelivered, its grey check turns into a red triangle, with no Retry. On a computer, hover it for the carrier’s reason, or Failed to deliver if none was given. Send a new message or switch channel.
Related: How can I tell if my message was delivered? · Can I send photos or files in a chat message? · Why can’t I text a family who opted out of SMS? · How do I switch a chat to a different channel?