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Troubleshooting

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

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.

Check if you can send an SMS directly from the phone

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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Ensure installation has been done correctly
  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
    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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Reconnect myCRMSIM Application & Sub-account(s)

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
  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

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HAS RCS been disabled?

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

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Turn on Read Received Messages

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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MMS Not receiving in CRM Conversation Stream

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


The MMS message will come into the phone but it will not get sent into HL conversations tab.


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