Communications troubleshooting
A message was never sent (not in delivery history)
Section titled “A message was never sent (not in delivery history)”If there’s no record of a message being sent, the most common reasons are:
- No template set up for that message type and channel. Check that a template has been assigned for the relevant message type in your organisation’s communication settings.
- Member’s contact details missing - for example, no email address on file for an email send, or no mobile number for SMS.
- Member preferences - the member may have opted out of that channel globally, or opted out of that specific message type. See Consent and channel preferences.
A message is stuck on “queued”
Section titled “A message is stuck on “queued””If a message has been queued but doesn’t appear to be sending, this is usually an infrastructure issue. Contact your Cadence administrator or support contact - they will need to check that background processing is running correctly.
A message shows as “failed”
Section titled “A message shows as “failed””Open the delivery history row for the message - the provider detail field will usually explain what went wrong.
Common causes:
- Email - invalid API key, unverified sending domain, or missing provider configuration. Check your email settings.
- SMS - incorrect Twilio credentials, invalid or unprovisioned phone number, or account issues. Check your SMS settings and the Twilio Console for any account alerts.
- Push notifications - push credentials not configured, or the member’s device is no longer registered. Contact your Cadence administrator to check push configuration.
A staff member can’t access delivery history or communication settings
Section titled “A staff member can’t access delivery history or communication settings”This is a permissions issue. Ask your administrator to review the staff member’s role and ensure the appropriate communication permissions are assigned.