Troubleshooting SMS

Use these checks for Telnyx or Twilio messaging on a BYO PBX project.

Messages is missing

In SessionCloud, open Provisioning > Advanced > Messaging, enable SMS and save. Check that the user has an enabled account and current provisioning for the correct project.

The project’s SMS setting controls availability in provisioned apps. A QR code with a different messaging setting does not override that project setting.

Calls work, but texts do not

Check that the number is enabled for SMS in Telnyx or Twilio and that the messaging connection is enabled in SessionCloud. Calling successfully does not confirm that the SMS service is configured.

Check the assigned SIP username and domain against the account on the phone. Enter the recipient as a full international number, starting with + and the country code.

Outgoing messages fail

Check the provider’s message logs for the attempted send. Confirm that the sending number belongs to the connected provider account and is allowed to send to the destination. If you changed provider credentials, update the connection in SessionCloud.

Use a short text for the test. Check the provider’s account balance, number activation and any restrictions shown for the destination. If delivery is uncertain, check the message record before sending it again.

Outgoing messages work, but replies are missing

Confirm that the reply was sent to the number assigned in SessionCloud. Then check the incoming-message URL:

• Telnyx: the number must use the messaging profile whose webhook URL points to this SessionCloud connection.
• Twilio: check the number’s incoming-message webhook, including any Messaging Service setting that takes precedence.

Copy the URL from SessionCloud again if it has been changed. For provider-specific steps, see Telnyx setup or Twilio setup.

Messages appear only after opening the app

Check that push is enabled for the account and that the phone allows notifications for the app. Also check Focus or Do Not Disturb and any battery or background restrictions.

Open the app once, then leave it using the Home gesture and lock the phone. Send another test message. Repeat on Wi-Fi and mobile data to check whether the problem follows one connection.

Notifications arrive without sound or a preview

Check the app’s Message sounds setting and the phone’s notification settings. Lock-screen privacy settings can hide the sender or message text. Silent mode and Focus or Do Not Disturb can suppress alerts without preventing a message from arriving.

Contact support

Provide the project name, affected SIP username and domain, app version, phone model, and the time of a recent test with its time zone. Include the sending and receiving numbers, whether the phone used Wi-Fi or mobile data, and whether the app was open or backgrounded. A provider message ID or error shown in the provider’s logs can help locate the test.

Keep passwords, API keys, Auth Tokens and provisioning QR codes out of screenshots and support messages.