When a Customer Says They Never Got Your Text

If a policyholder says they never got your Hi Marley text — but it doesn’t show as Failed to Send — don’t worry. Apple’s latest iOS updates (especially iOS 16 and 26) may have automatically routed your message into Unknown Senders and so they just haven’t seen it yet.

With iOS 26, Apple’s continuing its focus on privacy and message quality. One of the biggest changes is that texts from unsaved numbers can now be routed into an Unknown Senders folder. These messages were successfully delivered, but they can be easy to miss if that feature is enabled.

The good news? A little preparation goes a long way. By setting expectations in your conversation — letting the policyholder know to expect a text from you and encouraging them to save the number — you can make sure your messages continue to be seen. The talk tracks below are a great way to help you do just that.

What to Say to Your Customer

Option 1

“I can keep you updated through text. Let me confirm I have your correct cell phone number on file.

Great, let me set you up while we're on the phone. In a few seconds you'll receive an automated text from me that will prompt you to respond with ‘YES’. Once you do that, we can text back and forth.

And while you’re there, save this as a contact or click ‘Mark as Known’ to make sure you’re kept informed.”

Option 2

“The easiest way to get ahold of me is by text. Does that work for you?”

Great! Let me confirm I have your correct cell phone number on file.

Let me set you up while we're on the phone. In a few seconds you'll receive an automated text from me that will prompt you to respond with ‘YES’. Once you do that, we can text back and forth.

And while you’re there, save this as a contact or click ‘Mark as Known’ to make sure you’re kept informed.”

Option 3

“Because I'm often on the phone with other customers, the easiest way for us to communicate is via text.

If that works for you, let me confirm your cell phone number and I'll get you set up.

In a few seconds you will receive an automated text from me that will prompt you to respond with ‘YES’. Once you type ‘Yes’, we can text back and forth.

And while you’re there, save this number or click ‘Mark as Known’ to make sure you’re kept informed.”

Why This Happens

Let the contact know:

• Apple’s newer iOS versions include stricter message routing.
• Hi Marley messages come from phone numbers that may not be saved as a contact. To ensure messages are seen going forward, the customer can:
  • Save this number as a contact
  • Click Mark as Known
• Their information and messages remain secure; this is purely a visibility issue.