Communications troubleshooting

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”

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”

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 - no active provider configuration, incorrect credentials for the configured provider (e.g. Twilio), invalid or unprovisioned phone number, or account issues at the provider. Check your SMS settings, confirm which configuration is active, and review the Twilio Console (or your provider’s dashboard) 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

This is a permissions issue. Ask your administrator to review the staff member’s role and ensure the appropriate communication permissions are assigned.