SMS Notification Error: [569] Destination address suspended by carrier

Problem

xMatters logs the following error when sending an SMS notification:

DELIVERY_FAILURE; [569] Destination address suspended by carrier

Environment

All versions of xMatters

Resolution

This error occurs because the destination number has been suspended by the mobile or SMS carrier. To resolve this, contact the carrier associated with the phone number to determine why the suspension is in place and what is required to remove it.

When you contact the carrier, it is helpful to confirm the following items, which are commonly used when investigating other SMS delivery failures (for example, "[60] blocked" or "opted out from service" messages):

• Verify the destination is a valid mobile number (not a landline).

• Identify the carrier or mobile provider for the number.

• Check whether the device can receive any SMS/text messages at that number.

• Review any provider feedback such as "opted out from service," which indicates the recipient has opted out of receiving SMS notifications (for example, by sending "STOP" to an xMatters SMS).

The exact message text returned by the provider is the key indicator of the cause and helps determine the correct next steps.

Causes

• The SMS or mobile carrier has suspended the number.

• The number was not ported correctly when switching between carriers.

• The device or number has been opted out or otherwise blocked from receiving SMS messages by the provider.