A user is not receiving an xMatters notification via SMS. The alert log shows the following error message:
Unable to deliver notification on service provider with error: undelivered;  Unreachable destination handset.
All versions of xMatters
Based on conversations with our downstream aggregator, if a message you sent is not delivered to the end device and returns a 30003 error code, this means that delivery of your message failed due to an unavailable or unreachable destination. Examples of this are a user who is outside of cellular service or whose mobile device is powered off.
In some cases, a delivery error may occur due to a transient issue between our aggregator and the end user's provider. To test whether the issue occurs again, you can attempt to send another message to the user such as a device test notification or a quick message via the xMatters UI.
If you see similar results, continue troubleshooting with the following checklist:
- Is the destination device powered on?
- The device may not have sufficient signal. Try powering the device off, wait 30 seconds, and then power it back up.
- Is the device connected to the home carrier's network? We cannot guarantee message delivery on devices roaming off-network.
- Can the device receive personal SMS?
- Can other devices using the same mobile carrier receive your SMS messages?
If you can rule out all of the above issues, continue troubleshooting below.
Messages Sent to the United States
Repeated error 30003 results on undelivered messages sent from short codes in the US could be caused by the destination user having a wireless plan that does not support short code or "Premium" messages.
Sprint customers may be able to enable messages from your short code by texting the phrase Allow XXXXX to the number 9999(replacing XXXXX with your short code). However, customers from other wireless carriers will likely need to reach out to their carrier's support group to enable "Premium" or short code messaging.
If the issue persists and you have taken the above steps to attempt to resolve the issue with the carrier and end device, please open a Support Ticket so we can help investigate the issue further.