Someone texted us and it never showed up. Where did it go?

A customer says they texted you and nothing arrived in your inbox. This is almost always about which number they texted and whether that specific number is properly wired up, not something silently swallowed.

Check these first

1. Confirm exactly which number they texted. If you have more than one phone number, check they texted the one that is actually connected to a working SMS inbox, and not a number you own that is not set up for texting, or a different Peakify customer's number entirely. See How do I start texting customers? to confirm which of your numbers has SMS switched on.
2. Confirm that number's SMS inbox is genuinely active, not just created. A number that once had SMS connected but has since been reassigned, or an inbox with an out of date phone number on its own settings, will not receive anything, even though the number still looks like yours everywhere else in Peakify.
3. A photo or attachment with no typed words may not show as expected. Right now, an inbound text with a picture attached but no typed caption can arrive without the caption text customers expect to see logged, this is a known current limit, not something you can change from your side.
4. They texted immediately after texting STOP, or right after opting back in. Opting out only blocks messages you send to them, it does not stop them from texting you, so this is rarely the cause, but worth ruling out if the timing is close together.

What only we can see

Whether the text actually reached our system at all, versus never left the carrier, versus arrived but was routed to a different Peakify inbox than you expected, is something only visible from our side. If you have checked the number and the inbox and it still looks like it should have worked, open Help in your sidebar and send us the sender's number, the number they texted, and roughly when they say they sent it, that is enough for us to trace it.