Troubleshooting: SMS Issues

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?

A. YES

Move to #2.

B. NO

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”?

A. The message does not populate in the chat

Please close all of Google Chrome and try again. If the issue persists, contact our support team.

B. I get a yellow warning stating “Invalid SMS number(s). Please correct and try again.”

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.

C. The message populates in the chat but includes a red error message (next to the timestamp)

Move to #3.

D. The message shows as sent, but I don’t believe that it is being received by the recipient

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?

A. "Provider Issue"

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.

B. Other Error Message

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.

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