Troubleshooting SMS

Use these checks for provider messaging on a BYO PBX project.

VoIP Innovations / Sangoma is configured through the portal’s Messaging provider selector. It requires a compatible app and live carrier callback validation as described in its setup guide.

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 with your carrier 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.

The assignment is enabled, but messaging does not work

Enabled describes the number assignment. It does not confirm carrier activation or message delivery. SIP registration is handled by the customer’s PBX; SessionCloud sends and receives messages through the messaging API.

Check the account’s messaging API configuration and test sending and receiving in the app. If the configuration is missing, supply it through authenticated external provisioning or a private account provisioning QR code generated after the number assignment. For Sangoma, manually entering SIP credentials or a Provider ID alone does not supply that messaging configuration. See Connect the app.

The carrier webhook is saved, but no messages arrive

Saving the webhook configures the carrier’s destination. Send a test SMS from another phone, then check Messaging activity > Last received SMS. If it remains None, check the carrier’s callback logs, messaging activation and complete webhook URL. A callback may be missing or rejected; the saved destination alone does not establish successful delivery.

If Last received SMS updates but the phone has no message, check the app’s account configuration and messaging API requests. Server receipt and delivery to the phone are separate checks. Check notification permissions and push delivery separately if messages appear when the app opens.

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.

For VoIP Innovations / Sangoma, enter the Wholesale API username and password in the saved portal connection. A single API token, SIP password or Back Office sign-in does not replace the API User credentials. Confirm that Add-Ons > API Users authorizes the SessionCloud outbound server IPs supplied for your deployment. Saving the portal connection stores credentials; a successful live send is needed to establish carrier acceptance.

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.

• VoIP Innovations / Sangoma: use the DID’s POST / API POST destination and the complete generated URL, including ?token=.... Confirm its number assignment and carrier messaging service. After Replace webhook credential, copy the replacement URL into Sangoma. If a callback returns 400, check its format and required fields; provide a redacted example to support if needed.

• VoIP.ms: use the complete GET callback template, retain its placeholders, select NANPA dialing mode and enable URL Callback Retry.

• Esendex USA: set and enable the number’s incoming-message postback. Saving a postback URL alone does not enable it.

• Inteliquent: configure the complete URL, including its token, at account or number level in Message Broker.

• Clearfly: create an HTTPS Destination with the portal URL, enter its generated REST account, REST token and Webhook token in SessionCloud, and assign each number to that destination.

Copy the URL from SessionCloud again if it has been changed. Find the matching setup guide under all messaging providers.

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, full private webhook URLs, mailbox access tokens and provisioning QR codes out of screenshots and support messages.