---
title: "General Troubleshooting"
canonical: "https://resourcecenter.kenect.com/space/Messaging/41157474/General%20Troubleshooting"
format: markdown
---
- **Why are my text message showing weird characters?**
  - When creating your text messages, consider creating message templates rather then copying and pasting from a 3rd-party. Some tips from Kenect:
    - Type your ***Message Templates ***directly into Kenect, never copy-and-paste them.
    - If the message is very long and copy-pasting will save you a ton of time, then paste the message into *Notepad* (or a similar application) first. The text in these programs are usually un-encoded, and will cause strange characters to pop out before you carry them into Kenect.
- **Why does it appear I am receiving personal messages into Kenect?**
  - Your main business number (*A number you have potentially given to many individuals or businesses over the years*) is now text enabled. New traffic that wasn’t able to use this avenue previously is now pushing inside of your Kenect account. The Kenect recommendation is to make sure to **ONLY **use your business number for non-personal interactions. Keep any Personal specific interactions to your Personal Mobile Number, **NOT **your Kenect SMS-enabled line.
    - *Note: If you continue to receive personal messages to your Kenect line, contact the business trying to reach you and request that they remove that business number as a contact option for you.*
    - *Additional Note: If you have previously been using a personal mobile number for business interactions, again notify any individuals of the new number they can now use for messaging. *
- **Have you changed phone providers recently or updated your phone service with your existing carrier?**
  - When that happens, Phone carriers will do a complete refresh of their connections and will, in most cases pull the number away from Kenect regardless whether or not Kenect has a letter of authorization (LOA). If this has recently happened or you plan on switching carriers please let the Kenect support team know so that we can begin the process of getting the number back in our system so you can keep texting.
- **I am noticing multiple failed messages to customers that I have had conversations with in the past but not all messages are failing, we may have been blocked by a carrier.**  
**This can happen for a variety of reasons.**
  - their internal spam detection system may have flagged a message of yours as spam. (even though we know it isn't spam)
  - They got enough reports from their customers flagging your number as spam. (if a carrier receives enough reports that a number is sending unwanted messages, they will automatically move to block the number)
  - If the registration was never completed. Carriers can detect that there are messages sending without an associated messaging campaign (typically this doesn't happen unless one of the above happen, But the threshold for action to be taken on the carrier end is much lower)