Overview
Cobalt opts a subscriber out on its own when a text to them fails in a way that shows the number can never receive messages, or when the number is outside the US and Canada. This keeps you from paying for texts that cannot arrive.
How to see the reason
Open the subscriber's profile and go to the Subscriptions tab. The SMS row shows Opted out, with the reason underneath:
Landline or unreachable: The number is a landline, or the phone could not be reached.
Invalid phone number: The carrier says the number is not valid.
Unsupported location: The number is outside the US and Canada.
Replied STOP, Manual opt-out and Removed via API are not automatic. They mean someone chose to opt out.
What happens next
The subscriber is removed from your SMS audiences, and any flow they are in stops.
How a subscriber rejoins
You cannot resubscribe these phone numbers yourself. Only the subscriber can opt back in, by texting JOIN to your number. This does not work for Unsupported locations. Importing them again or adding them through the API does not change it.
Helpful Information
A failed text does not always opt a number out. Cobalt only does it for the failures that show the number can never receive texts.
Get support
Questions? Please message our team via Live Chat on the bottom right or send us a text message at: 321-318-9777