Troubleshooting

Most problems come down to one of four things: the account cannot send, the service is not running, the contact cannot be reached, or the message was sent and the carrier reported something back. Checking in that order resolves most cases.

Nothing is sending at all

• Check the account status. A paused account has its queue stopped.
• Check the service status, and that it is inside its start and end window.
• Check the send limit. A run that has reached its limit stops sending.
• Check that the account holds a number to send from.

A specific contact is not receiving messages

• Open the conversation and check the contact is not unsubscribed.
• Check the contact language matches the language of the templates being sent.
• Check the phone number on the contact is correct — it is the contact identity.

A message was sent but did not arrive

• Open the conversation and read the status on the message.
• Undelivered means the carrier could not deliver it.
• Failed means the message could not be sent at all.
• Accepted or Sent means the message left Furcata but the carrier has not yet confirmed.

Delivery details are reported by the sending pipeline, so a status that looks wrong is worth reading rather than editing.

A template will not save or will not send

• Check the length. A message without media allows up to 3 units; with media, up to 10.
• Check the message is not empty.
• Check the template language matches the contacts it will be sent to.
• For a call template, check the call content is not empty.

A contact import did not finish

• Open the import record in the service and read its status.
• Error means the import could not be completed; the record explains why.
• If the import was created a while ago, remember that the uploaded file is removed after 10 days. The contacts it already created are unaffected.
• Check that each column was mapped to a contact field.

The dashboard does not match what you expected

• Check the Date Filters — every figure is bounded by the From and To range.
• Check whether a filter is narrowing the view to one contact, service or direction.
• Remember that Total counts each message once, regardless of its units.
• Remember that cost is an estimate and excludes taxes, fees and discounts.