Troubleshooting: a send shows as failed, but the contact received the message
Why this can happen, and how to confirm what really sent
What's happening
An SMS send has two parts: the actual message delivery (handled by Kudosity) and a secondary step that logs the send to the contact's HubSpot timeline. These are independent -- if the timeline-logging step has a temporary hiccup, it does not affect whether the message itself was actually sent.
How to confirm what really happened
The SMS Chat card's message history is the source of truth for whether a message actually sent -- check there first. If the message appears in that history with a timestamp, it was sent successfully, regardless of what any error banner said.
If you still see this issue
If a genuine mismatch keeps happening, contact support with the contact record and approximate send time so we can check the specific send.