Troubleshooting

Common issues

Symptom	Likely cause	What to check
Outbound texts never arrive (US)	Workspace isn’t A2P-registered, or the campaign isn’t active	Settings → Phone & SMS → Compliance, is the Campaign active? See A2P registration.
”This recipient has opted out”	The contact replied STOP	They must reply START to opt back in. Opt-outs can’t be overridden.
Can’t send from a number, or it isn’t offered	The number isn’t SMS-capable, or isn’t connected as an SMS Channel	Use an SMS-capable number connected as a Channel of type `sms`.
Send fails with a Twilio error code	Invalid number format, opt-out, or a carrier block	The failure and code are recorded on the Conversation timeline; permanent blocks auto-add the number to Suppressions.
Inbound texts don’t appear	The number isn’t connected as a Channel	Confirm the destination number is a connected SMS Channel.
Inbound goes to the wrong person	Routing rules	Rules evaluate top-down, first match wins. Check the channel’s routing rules and its default assignment.
MMS image doesn’t show	MMS is US/CA only and media is best-effort	Confirm the number supports MMS.
Hitting a rate / throughput cap	Twilio per-segment and per-day limits (lower on a Sole Proprietor A2P brand)	Space out sends; a Standard brand has higher throughput.
Reply doesn’t appear live	Socket / room hiccup	Reload the conversation. The message is still recorded.

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.

Overview