SMS Troubleshooting

If you are having issues with SMS not sending or receiving please go through the following troubleshooting steps first to check for correct installation and that the phone plan also has credit to send and receive messages.

If you are having trouble with iMessage please check our iMessage trouble Shooting article.

First of all test that you can send an SMS directly from the phone to another phone and reply. Not through your CRM.

If this does not work it means that you have an issue with your sim card or phone not working correctly and you need to check with your service provider what is happening first before trying to reconnect myCRMSIM.

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1. Check myCRMSIM Custom SMS provider is installed and enabled in sub account
2. myCRMSIM App has been downloaded and installed to phone and is running (if you cannot get the app installed please ensure that Google Play protect is turned off)
1. myCRMSIM App is running and started
2. myCRMSIM App is allowed to run in background
• Long press on App > Info > Battery Settings > Make sure its unrestricted.
3. Device has been added to myCRMSIM dashboard
4. Sim has been connected to account
5. Check phone is up to date and fits the specification requirements
6. Reconnect the myCRMSIM Integration with High Level

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If messages are not sending/receiving correctly, High Levels token may have dropped and it may need reconnecting:

1. Please reconnect the myCRMSIM Integration with High Level
• Go to Integration
• Click on the Integration Button - Should say "Already Connected with Agency"
• Select your Agency
• Select both tick boxes
• If you get an error, make sure you are logged into app.gohighlevel.com
2. Please reconnect the sub-accounts
• Go into Subaccount Sim
• Connect Location
• You may just toggle one account off and on and connect to reconnect them all

Try disabling RCS on messaging and then try to send and receive again

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If you have messages appearing in the phone but they do not appear in the High-Level Conversations tab please make sure that "Read Received" is turned on in the SMS Gateway App on the phone.

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Turn off auto updates on the phone.  If the phone auto updates then it will generally restart which will mean that the SMS Gateway app will stop and would then need to manually be restarted.

If you are having problems sending MMS please check the following.

1. Ensure that the image is under 800kb.
2. Check that you can send MMS direct from the phone
• If you cannot send MMS direct from the phone check the signal strength on the phone
• If the signal strength is low it is possible that while SMS will send MMS may not send
• In this case please try connecting to wifi and ensuring that you have calls over Wifi enabled to allow it to use your wifi bandwidth

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This may be caused by google play services. Please disable it and try again.

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MMS messages can be sent but not received from High Level.

MMS message will come into the phone but it will not get sent into HL conversations tab at the moment. This is in development to be updated.

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When a number is registered with iMessage, Apple attempts to route all messages through iMessage instead of standard SMS. 

If the SIM is moved to a non-Apple device (like Android) without de-registering iMessage, SMS delivery can be interrupted.

Resolution Steps:

Step 1: Confirm the Issue

• Ask the client if the SIM was previously used in an iPhone.

• Confirm that SMS messages are not being received or sent after moving the SIM to an Android device.
  
  

Step 2: Deregister iMessage

If the client still has access to the old iPhone:

1. Insert the SIM card back into the iPhone.

2. Connect the device to mobile data or Wi-Fi.

3. Go to Settings > Messages and toggle iMessage off.

4. Also go to Settings > FaceTime and toggle FaceTime off.
   
   

If the client no longer has the iPhone:

1. Direct the client to Apple's online iMessage de-registration tool:
   → Deregister iMessage – Apple Support
   
   

2. Have them enter their phone number and follow the verification process to de-register the number from iMessage.
   
   

Step 3: Test SMS on Android Device

• After deregistration, restart the Android device.

• Ask the client to send and receive a test SMS to verify the issue is resolved.
  
  

Step 4: If the Issue Persists

• Verify the SMS settings on the Android device are correct. A helpful guide is available here:
  → Fix problems sending or receiving messages on Android – Google Support

• Confirm the device has sufficient network coverage.

• Ensure the correct SMSC (SMS Center) number is set for the carrier.
  
  

Additional Notes:

• This is a common issue for users transitioning from Apple to Android platforms.

• Always remind clients to de-register iMessage when switching devices to prevent future problems.

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1. Go to Integrations in your myCRMSIM dashboard.

2. If the sub-account doesn’t show or custom provider is missing:

   • Revisit the Integration setup.

   • Click “Next” (even if already connected to your agency).

3. Instead of selecting your agency, scroll and find the specific sub-account you’re having issues with.

   • Tick/select that sub-account only.

   • Click on the Custom Providers section.

   • Hit “Proceed”.

4. This will manually bring in the custom provider to that sub-account.

5. Once completed:

   • Go back to Integrations again.

   • Reintegrate at the Agency level:

     • Select your agency

     • Click Install → Proceed

Your sub-account should now display properly with the custom provider active.

Related Articles

• RCS Setting
• Remote Access to Android Phones
• Before you get started
• Installation & Setup
• Book A Call With Us
• What features do and do not work in HL?
• Error Codes
• Is myCRMSIM easy to set up?
• Are eSims compatible?