myCRMSIM Support Center | iMessage Trouble Shooting

iMessage Trouble Shooting

If you are having trouble with SMS please check our SMS Trouble Shooting article. For iMessage trouble shooting please continue with the steps below.

Step 1: Review Installation and Setup

Go back and review the installation and setup steps. Ensure that you have set up your iPhone and iMessage correctly and have downloaded and connected the iMessage integration correctly. Verify that you are using the correct conversation providers.

Mac Gateway app will not open because it is already running
After an update, the Mac Gateway app may appear not to open because an existing copy is still running in the background. Quit the existing myCRMSIM/MySMSGateway copy from the menu bar or from Activity Monitor, then open the app again. Only one copy runs per macOS user account. Separate macOS user accounts may each run their own copy. If the app still does not open, contact support with the macOS version, app version, and a screenshot or description of the issue.

Step 2: Verify Apple ID and iMessage Login
On your phone, log into your Apple ID and ensure you are logged into iMessage with the same Apple ID. Check your iCloud settings and ensure "Enable Messages in iCloud" is turned on and "Send as Text Message" is enabled in messaging app

SMS fallback is off for this device
This message means that SMS fallback is disabled on the iPhone handling the iMessage/SMS handoff. It is a device-level setting and is not fixed by adding or changing a row in myCRMSIM Message Routing. On the paired iPhone, open Settings → Apps → Messages and turn on Send as Text Message. Then confirm that:
The correct iPhone line is active.

The iPhone has cellular service or supported Wi-Fi Calling.
The carrier supports SMS for the line.
The iPhone and connected Mac are online.

Retry the message after changing the setting. If it still fails, determine whether the issue is the iPhone’s SMS service, Mac/gateway connectivity, or myCRMSIM routing. SMS may appear as a green-bubble message and may be subject to carrier charges.

Step 3: Send a Test Message via iMessage

Send a test message through iMessage to ensure it sends and you can receive messages. This verifies that the basic functionality is working. If your messages are only sending as green bubbles and not blue please check that you have iMessage setup correctly according to Apple here.

Step 4: Enable Full Disk Access for MySMSGateway

In your system settings, go to "Privacy" and ensure full disk access is enabled for the MySMSGateway iMessage app.

Step 5: Check Custom Provider Settings

Ensure you have selected the correct custom provider and that the settings are configured correctly. If unsure, review the section about custom providers.

Step 6: Log Out and Reconnect iMessage in SMS Gateway

If problems persist, log out of the SMS Gateway app, retrieve the authentication code, and reconnect your iMessage account.

Additional:

If you have had issues with your gateway pausing after periods of inactivity please check your power settings and that your machine is not going into sleep mode.

Please review the final step in the installation document here - Additional Check - Power Settings 🔌

Final Step: Contact Support if Issues Continue

If you've followed all the steps and still face issues, visit the support centre and submit a ticket with your details and a Loom video if possible.

Related Articles:

1. iMessage Installation and Setup
2. iMessage Specifications
3. What features do and do not work in HL For iMessage?
4. iMessage Calling Guide (myCRMSIM)
5. iMessage Device Status Definitions
6. How to Set Up myCRMSIM iMessage in the Cloud with HostMyApple and NoMachine
7. What Happens If iMessage Gets Blocked?
8. Multi-User iMessage Setup on a Single Mac with myCRMSIM
9. iMessage Voice Notes Setup Guide

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