SMS limitations by country and region
Why some customer SMS notifications in Upper don't arrive: number type, formatting, and per-message length limits — plus how to use email as a reliable fallback.
SMS is a fast way to keep customers updated, but a text doesn't always land. Whether a message reaches a phone depends on the number itself, how it's formatted, and the length of the message you send. This page explains the limits Upper enforces and what to do when a text can't get through.
Why this matters
When an SMS notification fails to deliver, your customer simply never sees the update — there's no bounce-back in their inbox the way there is with email. Catching the common causes up front, when you add the stop, saves you the dispatcher-side guessing game of "why didn't they get the text?"
This article uses the default driver/Delivery labels. If your workspace is set up for service businesses, you may see Technician/Service wording instead (for example, "Out For Service"). The SMS behavior is the same.
Message length and segments
When you edit an SMS template in Settings > Notifications, the message box shows a live character counter and a segment indicator that reads "This message will send in N segment(s)." Longer messages are split into multiple segments behind the scenes.
- The character counter turns red once you go over the limit, and Save is blocked until the message fits.
- Keep messages short and front-load the important details (tracking link, time window) so nothing gets cut.
Common reasons a text doesn't arrive
Before you send, it's worth confirming the basics on the customer's phone number.
Check the number is a mobile number
Only mobile numbers can receive a text. A number that belongs to a landline won't get the message.
Use the full international format
Enter the number with its country code (for example, +1 555 123 4567) rather than a local-only format. A number that isn't formatted correctly may not be reachable.
Keep the message within the limit
If the message editor shows the counter in red, trim the text until Save is available again.
If a customer in a particular region consistently doesn't receive texts, switch them to email. Email is a separate master channel in Settings > Notifications and is a reliable fallback when SMS can't reach a number.
Troubleshooting
Related
Set up customer notifications
Set up automatic SMS and email updates in Upper: pick your channels, turn on the messages you want, and customers get updates as drivers work the route.
SMS pricing and how to purchase credits
SMS notifications in Upper run on a prepaid balance you top up in the Marketplace. Each text is billed per segment, with rates that vary by destination country.