Hi ​@mrsippy - here are some possible causes and troubleshooting suggestions:

1. SMS Consent Not Properly Configured

• Ensure compliance with TCPA or other regional SMS marketing regulations. Users typically need to explicitly opt in to receive SMS messages (e.g., via checkbox).

• Double-check whether the popup includes clear language about SMS consent and if it’s being correctly passed to your SMS provider.

2. Integration with SMS Platform

• Make sure the form is integrated with Klaviyo, or another SMS provider.

• Some providers require you to register a brand and campaign

• If the brand registration or verification is pending, SMS may not be functional yet.

3. Phone Number Formatting

• The phone number may not be formatted properly (e.g., missing country code, extra characters).

• Validate phone numbers at the point of entry using the correct format (e.g., +1 for US).

4. Platform-Specific Issues

If this is happening on a specific platform:

• For Shopify: check if you’re using a third-party popup app (like Privy, Justuno, etc.) and ensure it syncs SMS data to Klaviyo.

• For Klaviyo: ensure the SMS channel is enabled and that the list is SMS-subscribed.

5. Confirmation Flow Not Triggered

• Many platforms require users to confirm SMS consent through a double opt-in message.

• If the confirmation message isn’t sending or being confirmed, the user will not be marked as “verified.”

Hi ​@mrsippy,

Let us know if Zac’s answer helped solve the issue! If you still need assistance, we can take a deeper look to determine why consent is being captured, and what the fix will most likely be.