Articles on: Troubleshooting

Troubleshooting Delivery Errors

This guide is intended to help you troubleshoot delivery errors on SMS channels. There are a few possible causes depending on the channel you're using:

Twilio Channels

If you're using a Twilio channel and a message failed to deliver, you may be encountering one of the these sending errors

Note: 9 times out of 10, the problem with an account's Twilio messages is that they have connected a TRIAL NUMBER. Accounts will not be able to send or receive real messages with a trial number; a purchased number must be connected.

To view your error and sending logs, navigate to your settings and click your Twilio channel:

Next, click either the number you see under "Recent Errors"

You can use your sending log to isolate the issue and make the necessary adjustments. In the log pictured below, a trial Twilio number has been connected and then sent messages to a contact whom they hadn't verified through their Twilio account.

Please include links to errors when sending us a support request

Alternatively, you can send us a link to the profile of the contact to whom the failed messages were sent:

Other Channels

Failed Messages

The first step in tracking down failed messages is to navigate to the messages tab and flick the "Failed" folder:

Clicking the red "Failed" icon to the right of the messages will either take you to the channel error description or the profile of the contact to which the message was sent, depending on the status of the channel you used to communicate with them. Please include a link to the error or contact profile in your support request.

Flow Issues

If you suspect a workflow isn't behaving as expected, select "Results" from the ☰ menu icon located in the flow editor to bring up the most recent runs your contacts have made:

Updated on: 31/05/2023

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