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SMS Troubleshooting

Try these tips if your SMS is not sending or receiving correctly.

If you are having issues with SMS not sending or receiving, please go through the following troubleshooting steps first to check for correct installation, and that the phone plan also has credit to send and receive messages.

note

If you are having trouble with iMessage instead, please check our iMessage Troubleshooting guide.

Check if you can send an SMS directly from the phone​

First of all, test that you can send an SMS directly from the phone to another phone and reply, not through your CRM.

If this does not work, it means you have an issue with your SIM card or phone not working correctly, and you need to check with your service provider what is happening before trying to reconnect the SMS Sync app.

Ensure installation has been done correctly​

  • Check the SMS WhatsApp iMessage Gateway custom provider is installed and enabled in the sub-account.
  • The SMS Sync app has been downloaded and installed to the phone and is running (if you cannot get the app installed, ensure Google Play Protect is turned off).
  • The SMS Sync app is running and started.
  • The SMS Sync app is allowed to run in the background.
  • Long press on the app → Info → Battery Settings → make sure it's set to Unrestricted.
  • The device has been added to your SMS provider dashboard.
  • The SIM has been connected to the account.
  • Check the phone is up to date and meets the specification requirements.

Reconnect the Application & Sub-account(s)​

If messages are not sending/receiving correctly, CRM's token may have dropped and may need reconnecting.

Reconnect the integration with CRM:

  1. Go to Integrations.
  2. Click the integration button, it should say "Already Connected with Agency".
  3. Select your agency.
  4. Select both tick boxes.
  5. If you get an error, make sure you are logged into your CRM.

Reconnect the sub-accounts:

  1. Go into the Sub-account SIM section.
  2. Click Connect Location.
  3. You may just toggle one account off and on, and connect, to reconnect them all.

Has RCS been disabled?​

RCS (Rich Communication Services) is Google's upgraded chat protocol in the Google Messages app. When it's on, your phone tries to route messages as RCS chats instead of standard SMS, which can stop messages from syncing to your CRM. Turn it off so everything goes through plain SMS:

  1. Open the Google Messages app.
  2. Tap your profile icon (top right), then tap Messages settings.
  3. Tap RCS chats (on some phones this is under Chat features).
  4. Toggle Turn on RCS chats (or Enable chat features) to off.
  5. Wait a few seconds for the status to change to Disconnected / Off.

Once RCS is off, send and receive a test message again to confirm it now routes as SMS.

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RCS settings only exist in the Google Messages app. If you use a different default texting app, you can ignore this step.

Disable Auto Updates​

Turn off auto updates on the phone. If the phone auto updates, it will generally restart, which means the SMS Sync app will stop and would then need to be manually restarted.

MMS Not Sending​

If you are having problems sending MMS, please check the following:

  • Ensure that the image is under 800 KB.
  • Check that you can send MMS direct from the phone.
  • If you cannot send MMS direct from the phone, check the signal strength on the phone.
  • If the signal strength is low, it is possible that while SMS will send, MMS may not send.
  • In this case, try connecting to Wi-Fi and ensuring you have calls over Wi-Fi enabled to allow it to use your Wi-Fi bandwidth.

MMS Not Receiving in CRM Conversation Stream​

MMS messages can be sent but not received from CRM. An MMS message will come into the phone, but it will not get sent into the CRM Conversations tab at the moment. This is in development to be updated.

SIM Card Previously Used for iMessage?​

When a number is registered with iMessage, Apple attempts to route all messages through iMessage instead of standard SMS.

If the SIM is moved to a non-Apple device (like Android) without de-registering iMessage, SMS delivery can be interrupted.

Resolution Steps​

Step 1: Confirm the Issue

  • Check whether your SIM was previously used in an iPhone.
  • Confirm that your SMS messages are not being received or sent after moving the SIM to your Android device.

Step 2: Deregister iMessage

If you still have access to your old iPhone:

  • Insert the SIM card back into the iPhone.
  • Connect the device to mobile data or Wi-Fi.
  • Go to Settings → Messages and toggle iMessage off.
  • Also go to Settings → FaceTime and toggle FaceTime off.

If you no longer have the iPhone:

  • Go to Apple's online iMessage de-registration tool: Deregister iMessage – Apple Support.
  • Enter your phone number and follow the verification process to de-register your number from iMessage.

Step 3: Test SMS on Your Android Device

  • After deregistration, restart your Android device.
  • Send and receive a test SMS to verify the issue is resolved.

Step 4: If the Issue Persists

Additional Notes

This is a common issue when transitioning from Apple to Android. Always remember to de-register iMessage when switching devices to prevent future problems.

Sub-Account Not Showing the Custom Provider​

If the custom provider is missing in your CRM, reinstall the app for that specific sub-account:

  1. In that sub-account, go to the Marketplace, open the installed app, and uninstall it.
  2. Switch to the Agency view and go to the Marketplace.
  3. Find the SMS provider app and install it for that specific sub-account.

That sub-account will now show the custom provider, ready to use.

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