RCS Troubleshooting Guide

Uzair Saeed

Last Update 2 months ago

Use these steps if your RCS device is offline, disconnected, or messages are not sending correctly through myCRMSIM and HighLevel.

Step 1: Check RCS Setup in myCRMSIM
First, confirm that your RCS setup is completed correctly:
  • myCRMSIM is connected with HighLevel
  • Correct sub-account/location is enabled
  • RCS device is connected in the dashboard
  • Device is named and assigned correctly
  • Device is attached under the RCS column in Sub-Account SIMs
  • Messaging Routing is set correctly, such as RCS Only or RCS fallback routing
 
Step 2: Verify RCS on Android Phone
Open Google Messages on your Android phone and check that RCS is active.
Go to:
  • Google Messages → Profile Icon → Messages Settings → RCS Chats / Chat Features
Confirm:
  • RCS toggle is ON
  • Status shows Connected
  • Phone has active SIM
  • Internet connection is stable
  • Google Messages is working properly


    RCS only works on supported Android devices using Google Messages. iPhones are not supported for RCS.
     
    Step 3: Send a Test Message from Phone
    • Send a manual test message directly from the Google Messages app.
    • If the message is not sent from the phone, the issue is likely with the device, SIM, carrier, internet, or Google Messages settings — not myCRMSIM.
     
    Step 4: Check HighLevel and Routing Settings
    In HighLevel, go to:
    • Settings → Phone Numbers → Additional Settings
    Confirm the provider is set to:
    • My SMSGatewayApp – SMS, WhatsApp & iMessage

    Then check your myCRMSIM messaging routing and device assignment. Make sure the correct RCS device is assigned to the correct sub-account or user.


    If messages are sent from the wrong number, log in as the assigned user or use the MultiSIM Message Override workflow.
     
    Step 5: Reconnect the RCS Device
    If the RCS session is stuck or disconnected, refresh the connection.
    On your Android phone:
    • Google Messages → Profile Icon → Device Pairing → Paired Devices
    • Select the myCRMSIM session and tap Unpair or Log Out.
    Then return to myCRMSIM and reconnect the device using the correct pairing method:
    • Use Pair with QR Code if your phone shows QR scanner
    • Use Sign in with Google Account (Emoji) if your phone shows Google sign-in or emoji confirmation


      Important: Choose the same pairing method that appears on your phone screen.
       
      Step 6: Check Sending Volume
      RCS should be warmed up slowly. If messages are failing during larger sends, reduce the sending volume.


      Start with around 1 message per minute per device, then increase slowly after stable usage.


      For large campaigns, use RCS + SMS fallback instead of RCS Only.
       
      Final Step: Contact Support
      If the issue still continues, contact support and include:
      • Account details
      • Sub-account/location
      • Android device number
      • Current RCS device status
      • Screenshots of any errors
      • Loom video showing the issue, if possible
      This will help support quickly identify the connection or delivery issue.
       

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