Troubleshooting: SMS Issues
- Nathan Hayes
- Rebecca Kornblum
Problem
My SMS text messages are not being delivered.
Troubleshooting
Please work through each question in order and select the answer that best applies to your specific scenario. This will help us quickly identify 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?
Make sure to collect consent to text the borrower.
If the "Send Consent" option is greyed out and you cannot click it, 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.
2. What happens when you enter your message and click “Send”?
Your 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.
Move to #3.
3. Which of the below errors are you receiving?
This 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.