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, complete the check for your mode below, then try again once.

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

In Collaborative Mode

• Confirm that you are still connected to the intended coparent.
• Confirm that your coparent is using the connected BestInterest account.

In Solo Mode

• Confirm that your coparent’s phone number is correct under Settings > Coparent Connection.
• Ask your coparent to use your assigned BestInterest number rather than your personal number.

If You Did Not Receive Your Coparent’s Message

Allow up to five minutes for temporary network or processing delays, then complete the check for your mode below.

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.

In Collaborative Mode

• Confirm that both accounts remain connected.
• Confirm that the sender used the BestInterest conversation for your connected account.

In Solo Mode

• Open Settings > Coparent Connection and confirm the assigned BestInterest number your coparent should use.
• Confirm that your coparent’s phone number is correct on that screen.
• Ask whether they sent the message to the assigned BestInterest number or to your personal number.

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.
• Restart the app or device if the conversation has not refreshed.

In Solo Mode, confirm that your coparent’s phone can send and receive normal SMS messages. Your messages use BestInterest and its Boundary Line delivery path, so your phone needs the working internet connection checked above rather than normal SMS service.

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.