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My SMS text messages are not being delivered.
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Troubleshooting
Please follow through the below questions, it work through each question in order and select the answer that best applies to your specific scenario. This will help us quickly identify and resolve the potential cause of the issue. If, at any step, you need to reach our support team, please inform us at which step you left off.
When you open an SMS chatbox, are you able to type out your message contents?
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| title | The Make sure to collect consent to text the borrower. |
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.jpg?version=1&modificationDate=1616157479538&cacheVersion=1&api=v2&width=544) Image AddedIf the "Send Consent" option is greyed out and | I you cannot click it | .Please , please contact your system admin and inform them what campaign the lead is in. They may have deactivated the ability to text leads within that campaign.  Image Removed%202.jpg?version=1&modificationDate=1616157494297&cacheVersion=1&api=v2&width=204) Image Added |
2. What happens when you enter your message and click “Send”?
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| title | A. The message does not populate in the chat |
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Please close all of Google Chrome and try again. If the issue persists, |
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contact our support team. |
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| title | B. I get a yellow warning stating “Invalid SMS number(s). Please correct and try again.” |
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v3.jpg?version=1&modificationDate=1616157823152&cacheVersion=1&api=v2&width=340) Image AddedYour account either does not contain an SMS number or it is invalid. Please contact our support team and inform them that you are receiving this warning. |
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| title | C. The message populates in the chat but includes a red error message (next to the timestamp) |
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| title | SMS Error Message Icon |
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v4.jpg?version=1&modificationDate=1616157843479&cacheVersion=1&api=v2&width=204) Image AddedMove to #3. |
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| title | D. The message shows as sent, but I don’t believe that it is being received by the recipient |
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Contact our support team and inform them of the issue. Please also include whether this is occurring for one lead or multiple. |
3. Which of the below errors are you receiving?
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- B. [INSERT OTHER ISSUE HERE]
Related articles
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| labels | SMS Text Messaging Messages |
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| cql | label in ( "messages" , "sms" , "messaging" , "text" ) and type = "page" and space = "CS" |
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| Page Properties |
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Related issues%205.jpg?version=1&modificationDate=1616157865132&cacheVersion=1&api=v2) Image AddedThis typically indicates an issue with the borrower's phone. It could be that it’s not a mobile number or that the carrier is blocking your message. If you would like additional information, please contact our support team. |
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| title | B. Other Error Message |
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Contact our support team and inform them of the issue. Please provide a screenshot of the error message so that we may quickly diagnose it. |