Delivery status

Notify’s real-time dashboard lets you check the status of any message, to see when it was delivered.

For security, this information is only available for 7 days after a message has been sent. You can download a report, including a list of sent messages, for your own records.

This page describes the statuses you’ll see when you’re signed in to Notify.

If you’re using the Notify API, read our documentation for a list of API statuses.

Emails

Message statuses – emails
Status Description
Sending
Notify has sent the message to the provider. The provider will try to deliver the message to the recipient for up to 72 hours. Notify is waiting for delivery information.
Delivered
The message was successfully delivered. Notify will not tell you if a user has opened or read a message.
Email address does not exist
The provider could not deliver the message because the email address was wrong. You should remove these email addresses from your database.
Inbox not accepting messages right now
The provider could not deliver the message. This can happen when the recipient’s inbox is full. You can try to send the message again.
Technical failure
Your message was not sent because there was a problem between Notify and the provider. You’ll have to try sending your messages again.

Spam

If an email is marked as spam, Notify receives a ‘complaint’ from the email provider. We’ll contact you if we receive a complaint about any of your emails. When this happens you should remove the recipient’s email address from your list.

Open rates and click-throughs

Notify cannot tell you if your users open an email or click on the links in an email. We do not track open rates and click-throughs because there are privacy issues. Tracking emails without asking permission from users could breach General Data Protection Regulations (GDPR).

Text messages

Message statuses – text messages
Status Description
Sending
Notify has sent the message to the provider. The provider will try to deliver the message to the recipient for up to 72 hours. Notify is waiting for delivery information.
Sent to an international number
The mobile networks in some countries do not provide any more delivery information.
Delivered
The message was successfully delivered. Notify will not tell you if a user has opened or read a message.
Not delivered
The provider could not deliver the message. This can happen if the phone number was wrong or if the network operator rejects the message. If you’re sure that these phone numbers are correct, you should contact us. If not, you should remove them from your database. You’ll still be charged for text messages that cannot be delivered.
Phone not accepting messages right now
The provider could not deliver the message. This can happen when the recipient’s phone is off, has no signal, or their text message inbox is full. You can try to send the message again. You’ll still be charged for text messages to phones that are not accepting messages.
Technical failure
Your message was not sent because there was a problem between Notify and the provider. You’ll have to try sending your messages again. You will not be charged for text messages that are affected by a technical failure.

Letters

Message statuses – letters
Status Description
Sent
Notify has sent the letter to the provider to be printed.
Printed
The provider has printed the letter. Letters are printed at 5:30pm and dispatched the next working day.
Cancelled
Sending cancelled. Your letter will not be printed or dispatched.
Technical failure
Notify had an unexpected error while sending the letter to our printing provider.

Undelivered letters and returned mail

Every letter we send includes our printer’s address on the back of the envelope. It’s not possible to customise the return address.

Returned mail is destroyed by our printer.

Each letter has a unique ID. Our printer sends us the ID of every letter they destroy. We’ll contact you if the IDs match any of your letters. This is a partly manual process, so it can take a few weeks.