Text message not tracking

When a Follower sends a message to a offical account, its not recording the information under message management in offical account. This is happening for couple of users and other are able to send and receive the message.

For the user who faced the issue, we tried to manually push a message via api and it worked.

And the same user if they send any message to offical account, it not hitting the callback itself. 

Is this a temporary issue ? or something we need to do to fix this up?

please let me know