Why wasn't a message delivered?

If you or your coparent did not receive a message, this guide explains how to check the message direction, delivery status, phone numbers, and connection mode before contacting support.

First, Check Which Mode You Use

• In Collaborative Mode, messages are delivered between two connected BestInterest accounts.
• In Solo Mode, Boundary Line routes SMS messages between your assigned BestInterest number and your coparent’s phone.

The checks below apply differently depending on your mode.

If Your Coparent Did Not Receive Your Message

1. Open the conversation and check the message status.
2. If it shows Pending, allow a few minutes for processing.
3. If it shows Error or Undelivered, confirm that your coparent’s phone number is correct under Settings > Coparent Profile, then try again once.
4. In Collaborative Mode, confirm that you are still connected to the intended coparent.
5. In Solo Mode, ask your coparent to use your assigned BestInterest number rather than your personal number.

See Delivery Statuses for the meaning of Delivered, Read, Pending, Error, and Undelivered.

If You Did Not Receive Your Coparent’s Message

1. In Solo Mode, open Settings > Coparent Connection and confirm the assigned BestInterest number your coparent should use.
2. Open Settings > Coparent Profile and confirm that your coparent’s phone number is correct.
3. Ask whether they sent the message to the assigned BestInterest number or to your personal number.
4. In Collaborative Mode, confirm that both accounts remain connected and that the sender used the BestInterest conversation.
5. Allow up to five minutes for temporary carrier, network, or processing delays.

Message Shield may change what is displayed, but you should still see that a message was received. Filtering alone should not make the message disappear without a record.

Check Your App and Connection

• Install the latest BestInterest update from the App Store or Google Play.
• Confirm that your phone has a working internet connection.
• In Solo Mode, confirm that both phones can send and receive normal SMS messages.
• Restart the app or device if the conversation has not refreshed.

Still Having Issues?

If the message is still missing or repeatedly shows Error or Undelivered, contact support and include:

• Whether you use Solo Mode or Collaborative Mode
• Whether the missing message was incoming or outgoing
• The approximate date and time it was sent
• The status shown under the message
• Your app version and device type

For privacy, do not include the message text unless support specifically requests it.