# Journey Builder: Best practices and troubleshooting

In this article, we'll cover some common issues that you might need to troubleshoot when working with Journey Builder:

* [Adding “Wait for duration” between Send and Split](#h_01F9X6FPCDE50ARD864TD6D4PQ)
* [Problem: SMS message is not delivered in specific countries](#h_01F9X6G6W2D0V9XNHQ4CGF8A3P)
* [Problem: SMS message is not delivered to specific numbers](#h_01F9X6GTR06HYSPG1TKS2RD0QZ)
* [Problem: The journeys are not working in certain business units ](#h_01F9X6HE1BJV1V6Q97DASECH8Z)
* [Problem: when sending WhatsApp, Line, Viber, or SMS messages, the messages are sent but their status appears as failed in the journey report](#h_01F9X6J1RP7A4120ZQQWNKAJG2)

 

### Adding “Wait for duration” between Send and Split <a href="#h_01f9x6fpcde50ard864td6d4pq" id="h_01f9x6fpcde50ard864td6d4pq"></a>

Since **Send** is an asynchronous step, if we put a **Split** step right after **Send**, it is possible that the result won’t be available at the evaluation time, and **Split** won’t be able to continue the journey.

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-2799136561972baee0ab9b7a62caa9b414c6f79f%2Fimage1.png?alt=media" alt=""><figcaption></figcaption></figure>

Sometimes the result for **Send** is returned really fast, that's why sometimes the journey works correctly even if we don't have a **Wait** step; however, in most cases, the journey will fail to proceed beyond the **Split** step.

\
The solution is to have a **wait cycle** between the **SendSMS** step (or **SendWhatsApp**) and before the **Split** step.

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-2707399e759ecf70ed3290d9742d91e606c2ddb4%2Fimage2.png?alt=media" alt=""><figcaption></figcaption></figure>

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### Problem: SMS message is not delivered in specific countries <a href="#h_01f9x6g6w2d0v9xnhq4cgf8a3p" id="h_01f9x6g6w2d0v9xnhq4cgf8a3p"></a>

In Journey Builder it appears that the **SendSMS** step is correctly executed, but the SMS message is not delivered in specific countries.

By default, SMS sending is not enabled in all countries. You have to request and enable access from your [MessageBird Dashboard](https://dashboard.messagebird.com/en/settings/sms) if you wish to send SMSs from either JourneyBuilder or our WebApp to one of the following countries:

* Canada
* Denmark
* Malaysia
* United States of America
* New Zealand

&#x20;

### Problem: SMS message is not delivered to specific numbers <a href="#h_01f9x6gtr06hyspg1tks2rd0qz" id="h_01f9x6gtr06hyspg1tks2rd0qz"></a>

In Journey Builder it appears that the **SendSMS** step is correctly executed, but the message is not delivered to specific numbers.

Please make sure that the recipient's number is in international format (country code included). Otherwise, the system might not be able to infer the destination country.

* For a US number: **correct** 14088001500, incorrect: 4088001500
* For a Singapore number **correct** 6567355020, incorrect: 67355020

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### Problem: The journeys are not working in certain business units  <a href="#h_01f9x6he1bjv1v6q97dasech8z" id="h_01f9x6he1bjv1v6q97dasech8z"></a>

The business unit’s connection settings might not be set or not set correctly. Please visit the **Admin Settings**, and make sure all the information is right.

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-be2e061734a11ace1532b0de25daa4ead7a259f8%2Fimage4.png?alt=media" alt=""><figcaption></figcaption></figure>

The connection settings (**API key and secret**) are stored individually for each business unit—this means that you will need to ensure that **each business unit is correctly configured** by going to **AppExchange** on the main navigation, selecting the **MessageBird (Demo)**, and clicking the **Admin Settings** blue button.

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### Problem: when sending WhatsApp, Line, Viber, or SMS messages, the messages are sent but their status appears as failed in the journey report <a href="#h_01f9x6j1rp7a4120zqqwnkajg2" id="h_01f9x6j1rp7a4120zqqwnkajg2"></a>

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-ce7f579462771cdc48a3287aa71562938cee3824%2Ffailed_messages.png?alt=media" alt=""><figcaption></figcaption></figure>

When creating a new journey via the Copy Journey command, the custom activity references are not correctly copied.

Either create a journey from scratch or, in the copy, remove and re-add the MessageBird Send activities.

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