Troubleshooting SMS

Diagnosing a Failed Text Message

Failed text messages will have an error code. Locating the error code will help you address the issue. Follow the steps below to view the error code.

1. Locate the failed SMS in the contact's conversation screen.

2. Hover over the red triangle to view the error message.

Common Failure Reasons

No Number Purchased

Error: "Failed: No numbers available in the account. Buy a number to send SMS." You'll need to purchase a number in Swayze before you can send SMS messages. Follow these steps to get a number.

A2P Unverified/Incomplete

You can't send SMS from your number until your number is A2P verified. We submit your A2P on your behalf to ensure that your application goes quickly, smoothly, and successfully. The process takes around 3 - 5 days. If you haven't submitted your A2P Registration Form yet, please use this link to do so. We'll update you once the process is complete.

Low Balance/Insufficient Funds

Error: "Insufficient Funds" indicates you need to reload your balance. Your balance needs to be reloaded manually if the previous automatic attempts failed. To fix this, go to Settings > Company Billing. Under Credits, click Refresh. Attempt to send the same text message again by clicking the arrow under the specific text message.

Number Validation 

When number validation is enabled, Swayze CRM checks if the contact's phone number is SMS-capable before attempting to send the SMS. If the number is not SMS-capable, Swayze skips sending the SMS and shows an error in the conversations screen.

DND

DND can be enabled if number validation fails, if the contact replies STOP, or if the contact marks the text as spam. Text messages won't go through for contacts that have been marked DND.

Unreachable Handset

• The destination handset you are trying to reach is switched off or otherwise unavailable.
• The device you are trying to reach does not have sufficient signal
• The device cannot receive SMS (for example, the phone number belongs to a landline)
• There is an issue with the mobile carrier

Exceeded Sending Limit

Since Swayze CRM uses the LC Phone system we're subject to their 8-level ramp-up model. The ramp-up model is a leveling system that applies to new subaccounts and limits the number of SMS messages that can be sent daily. Once that limit is reached, there's a 24-hour cooldown period. Subaccounts automatically advance to the next level once the limit for their current level is reached within 24 hours and the cooldown period has expired.

Reference this table for levels and sending limits:

Temporary Suspension

When your SMS activity shows a high opt-out rate, you will get a temporary suspension for 24 hours. During this time you won't be able to send text messages. This restriction is dictated by carriers and out of our control. It's best to disable all SMS campaigns until the suspension is lifted.