SMS Deliverability - Device Disconnected

Hi @torip,

Thanks for sharing your question with us, understand the urgency and hope to help out here! 

Typically, the "Device Disconnected" error message could come up in a few different instances:
 

• The destination number you are trying to reach is unknown and may no longer exist.
• The device you are trying to reach is not on or does not have sufficient signal.
• The device cannot receive SMS (for example, the phone number belongs to a landline)
• There is an issue with the mobile carrier

However, if neither of this issues are a possible solution, additionally I would recommend investigating these additional possibilities :

• is the phone number listed in my profile consented to receive SMS in the specific way Klaviyo needs (is the consented to receive SMS’ metric showing up on your profile’s recorded metrics?)
• is there another profile created in your account with the SMS number, but not tied to the same email

I can see that you also opened a ticket with our support team and a member has recently reached out to you with a response. Happy to hear! Would you mind letting the Community know whenever you discover the solution, it could help other peers in a similar situation in the future! 

Finally, these additional resources on SMS might be helpful for continued learning: 

• Understand and Review Your SMS Deliverability
• Getting Started with SMS
• SMS strategy certification Academy course

Thanks for participating in the Community,

-Taylor