Twilio SMS: Troubleshooting message delivery issues
In this guide, we walk you through common causes and solutions for Twilio SMS message delivery issues.
Unable to send or receive SMS
If you can’t send or receive SMS messages via Twilio, check the following:
Is your Twilio account connected?
Ensure your Twilio account (and inbox) is connected properly to your tawk.to dashboard.
Is your phone number active?
Double-check that your Twilio phone number is active and set properly.
Do you have enough credit?
Your Twilio account needs credit to send messages. Here's how to check and add more if needed:
Go to https://console.twilio.com/ and log in.
Go to your Dashboard.
Click Admin at the top right corner and select Account billing to see your current balance.
Does Twilio support the country you're sending to?
Not all countries are the same when it comes to SMS. Some might have specific rules or restrictions. Ensure Twilio can send SMS to the country you're trying to reach.
On your Twilio dashboard, go to Messaging > Settings > Geo Permissions to check if global SMS is enabled for your number.
Twilio keeps track of whether your messages were successfully delivered or not. Take a look at these reports in your Twilio console. They can give you valuable information about why a message might have failed. You can find these reports in the Twilio Console by going to Monitor > Insights > Messaging
Twilio’s support website has detailed articles that can help you troubleshoot specific delivery issues. For example, see Twilio’s guide on Troubleshooting Undelivered Messages.
Additional considerations
Finding your account SID and Auth Token
These are like your username and password for Twilio. You'll need them to connect your accounts and inboxes. You can find them under Account info in your Twilio Console.
Signing up for Twilio
If you don't have a Twilio account yet, it's easy to create one. Head over to the Twilio sign-up page to get started.
Free trial account limitations
If you're using a free trial account, keep in mind that there are some limits, like how many messages you can send and which phone numbers you can use.
Using phone numbers from other accounts
Currently, you can't use phone numbers from different Twilio accounts.
Sending international SMS with a trial account
While there aren't restrictions for sending international SMS on a trial account, remember to follow the local rules of the country you're sending to.
By following these steps and considerations, you can get your SMS communications back on track and continue to provide reliable and efficient customer support.
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