Blackleaf Help Center
Platform and texting FAQ
Direct answers about Blackleaf, customer messaging, contacts, campaigns, delivery, compliance, billing, and troubleshooting.
Compliance information is general guidance, not legal advice. Requirements vary by jurisdiction, sender, content, and use case.
troubleshooting
Troubleshooting
Fast checks for common audience, sending, image, link, and reporting problems.
Why does my campaign show zero recipients?
Short answer: No list may be selected, or all contacts may be invalid, opted out, duplicated, recently messaged, or excluded. Review audience and exclusion counts.
Why did the content check fail?
Short answer: The body, link, image, destination, or regulated content may violate a current check or be incomplete. Use the returned reason, correct it, and validate again.
Why did my test not arrive?
Short answer: Confirm the test number, sender, content, image, balance, and returned test status. The device may be unreachable or the carrier may filter or delay it.
Check System Status and contact Support with the time and destination if no actionable result appears.
Why is my MMS image missing?
Short answer: It may be unavailable, unsupported, too large for the route, incorrectly formatted, blocked in validation, or still processing. Reopen it, validate, and test.
Why does my landing page look wrong on a phone?
Short answer: Custom HTML, fixed widths, large assets, external styles, or browser differences can change rendering. Use responsive content and test the actual age-gate link.
Why are messages stuck in transit?
Short answer: Final carrier receipts may be pending or processing delayed. Check status, wait for receipts, and contact Support if it remains unusually long.
What should I give Support?
Short answer: Provide organization, affected campaign/feature, time and time zone, reproduction steps, visible error/status, and one example destination when useful. Remove unrelated customer data and all secrets.