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SMS Trouble Shooting

Last Update 18 dage siden

SMS Troubleshooting Error Codes Remote Access to Android Phones Bypassing the "SMS Gateway is Sending a Large Number of Messages" Alert on Android What Happens If Messages Fail?

SMS Troubleshooting

Try these tips if your SMS is not sending or receiving correctly

If your SMS messages are not sending or receiving correctly, follow the troubleshooting steps below before contacting support.


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

Step 1: Verify SMS Works on Your Phone

Before troubleshooting myCRMSIM, make sure your SIM card and mobile carrier are working correctly.

  1. Send an SMS directly from your phone using your default Messages app.
  2. Reply to the message from another phone.
  3. Confirm both sending and receiving work successfully.

Important: Do not test through your CRM.
If SMS does not work directly from your phone, contact your mobile carrier before continuing.

Step 2: Check the Home Screen
Open the myCRMSIM app and verify the following:
  • ✅ Keep Alive is enabled.
  • ✅ myCRMSIM is set as the Default SMS App.
The app should display:
  • Status: Enabled for sending SMS/MMS
If this status isn't shown, tap Default SMS App and make myCRMSIM your default messaging application.
Step 3: Verify Your Device Information

On the Home screen, confirm:

  • Device ID is displayed.
  • Your account email is correct.
  • Your device is connected to the correct workspace.

If this information is missing, log out and reconnect the device.

Step 4: Check Your Subaccounts

Open the Subaccounts tab.
Each SIM should display:

  • Your phone number
  • Assigned workspace
  • Connected status

If you see:
NOT ASSIGNED
the SIM has not yet been connected from the myCRMSIM Dashboard.
Assign the SIM from your workspace before attempting to send messages.

Step 5: Check Queue Control

Go to:
Settings → Queue Control
If messages are stuck:

  • Verify whether Queue Control is Active.
  • Check the number of queued messages.
  • Review the current delay.

If necessary:

  • Tap Pause to temporarily stop sending.
  • Tap Clear to remove all queued messages.

Warning: Clearing the queue permanently deletes all queued messages and cannot be undone.

Step 6: Check Delay Between Messages

Still under Settings, review Delay Between Messages.
If a long delay has been configured, messages will remain queued until the delay expires.
Reduce the delay if you require faster message delivery.

Step 7: Check Working Hours

Navigate to:
Settings → Working Hours
If enabled, messages are only sent during the configured time window.
Outside those hours, all outgoing messages remain queued.
If required, disable Working Hours or adjust the schedule.

Step 8: Verify MMS Configuration

Open:
Settings → MMS
Check:

  • Correct SIM selected
  • Auto-Detected Configuration loaded successfully
  • MMSC settings detected correctly

If your carrier requires manual settings, enable Custom Override and enter the required values provided by your mobile carrier.

Step 9: Update the App

Keeping the app updated ensures you receive the latest fixes and improvements.
Go to:
Settings → Update App
If an update is available, install it before troubleshooting further.

Step 10: Enable Background Operation

To ensure messages continue syncing while your phone is idle:
  • Open Android Settings.
  • Locate myCRMSIM.
  • Open Battery.
  • Set battery usage to Unrestricted.
Also disable battery optimization if your device manufacturer provides additional power-saving options.

Step 11: Reconnect Your HighLevel Integration

If messages stop syncing with HighLevel, your authentication token may have expired.
Reconnect the Agency
  1. Open Integrations in the myCRMSIM Dashboard.
  2. Click Already Connected with Agency.
  3. Select your Agency.
  4. Complete the authorization process.
Make sure you're logged into app.gohighlevel.com instead of your white-label domain.
Reconnect Your Locations
  1. Open Subaccount Sim page.
  2. Click Connect Locations.
  3. Toggle one location Off, then On.
  4. Confirm the connection.
This refreshes all connected locations.
Step 12: Disable RCS
If RCS is enabled, SMS delivery may fail.
Open your phone's Messages settings and disable RCS Chat Features, then test SMS again.
Step 13: Incoming Messages Not Syncing
If messages arrive on your phone but never appear inside your CRM:
Verify:
  • The myCRMSIM app is running.
  • Keep Alive is enabled.
  • Background battery usage is unrestricted.
  • The correct workspace is connected.
  • Your HighLevel integration is still connected.
MMS Troubleshooting

If MMS messages are not sending:
  • Ensure attachments are under 800 KB.
  • Test MMS directly from your phone.
  • Check your mobile signal.
  • If signal strength is poor, connect to Wi-Fi.
  • Enable Wi-Fi Calling if supported by your carrier.
JavaScript Error
If you receive a JavaScript error inside the Android app:
  • Update to the latest app version.
  • Restart the application.
  • If the issue continues, temporarily disable Google Play Services and test again.
MMS Not Appearing in HighLevel
Currently:
  • ✅ MMS can be sent successfully.
  • ❌ Incoming MMS messages are not yet synchronized into HighLevel conversations.
This feature is currently under development.
SIM Previously Used with iMessage?
If the SIM was previously used in an iPhone, Apple may continue routing messages through iMessage instead of SMS.
ResolutionIf you still have the iPhone:
  1. Insert the SIM into the iPhone.
  2. Go to Settings → Messages.
  3. Turn iMessage off.
  4. Go to Settings → FaceTime.
  5. Turn FaceTime off.
If you no longer have the iPhone, deregister your phone number using Apple's online iMessage deregistration tool.
Restart your Android device and test SMS again.
Sub-Account Missing or Custom Provider Not Appearing
If your HighLevel sub-account does not appear after connecting:
  1. Open Integrations.
  2. Click Next.
  3. Select only the affected sub-account.
  4. Continue to Custom Providers.
  5. Click Proceed.
After that:
  • Return to Integrations.
  • Reconnect your Agency.
  • Click Install and Proceed.
The Custom Provider should now appear correctly.
Still Need Help?
If you've completed all the steps above and SMS is still not sending or receiving correctly, please contact the myCRMSIM Support Team with the following information:
  • Device model
  • App version (found at the bottom of Settings)
  • Device ID
  • Android version
  • Screenshots of any error messages
  • A description of the issue, including whether it affects sending, receiving, SMS, or MMS
This updated guide reflects the latest myCRMSIM Android app, including the new Home, Subaccounts, Settings, Queue Control, Update App, Working Hours, and MMS Configuration screens, making it consistent with the current application UI.

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