Basic MessageBird troubleshooting and support tips
What information to include when opening a case with MessageBird
We’re here to help you answer any questions and solve any problems you might be facing! In this article, you'll find some common troubleshooting tips or what information we need to help you best.
Please submit as much of the following information pertaining to your case as possible so that we can help identify an answer or solution for you as efficiently as possible. For all cases, please share your Workspace ID for us to quickly find your account.
Your account
Verification code
Before reaching out, please:
Switch your phone off for 10 seconds, then switching it back on before trying again
If you’ve already done this, we need:
The number you’re trying to register and receive your verification code on
The email that is linked to your MessageBird account
VAT number
We need:
The email address used to sign up for your account
New VAT number to be added
Do you have a question about a payment, order or invoice?
Before reaching out, please:
We need:
An invoice or order number
If you have made the payment by bank transfer, please provide your Proof of Payment
Dashboard
General usage
Before reaching out, please:
Try testing it out using another browser
Perform a hard refresh (ctrl+shift+r or command+shift+r) of your browser
If you’ve already done this, we need:
A screenshot of the issue you encountered
The email address used to sign up for the account where you see these issues occurring
The browsers you have tested
Flow Builder
Before reaching out, please:
Check if you’re trying to add more than one SMS or Voice flow per number. Numbers can only have one SMS and one Voice flow at a time.
Check your Flow Insights for your specific flow to check for any errors that might have occurred.
Your question is still not answered? We need:
A description of the error encountered (E.g. Can’t publish your flow? Notified of an error?)
A screenshot of your flow
The use case that you’re trying to achieve with your flow
Virtual Numbers
Can’t purchase a Number or can’t find the Number you’re looking for?
Before reaching out, please:
Make sure you have topped up some balance. Numbers can only be purchased after adding balance to your account.
The country you’re looking to buy a Number from
The billing interval you’d like to be billed for (Monthly, Quarterly, Yearly)
The email address used to sign up for your account
SMS
Not receiving your SMS? Wrong delivery status?
Before reaching out, please:
If sent via API, check if you received a successful response.
Are you within those restrictions? We need:
At least one affected recipient number (we welcome more samples too!)
A description of the error you’ve encountered
Date and timestamps (including timezone) when the messages were sent, if the messages are older than 5 days we can unfortunately not thoroughly investigate the sample.
Is your message content being modified?
Before reaching out, please:
If your content is still being modified, we need:
At least one affected recipient number (we welcome more samples too!)
Date and timestamps (including timezone) when the messages were sent. Note that if the messages are older than 5 days we can unfortunately not thoroughly investigate the sample.
Expected content meant to be received
Screenshots of received content on the mobile handset
Not receiving your email to SMS messages?
Before reaching out, please:
Is the email pending to be sent from your Outgoing Inbox?
If you’ve already done this, we need:
At least one affected recipient number (we welcome more samples too!)
Date and timestamps (including timezone) when the email was sent. Note that if the messages are older than 5 days we can unfortunately not thoroughly investigate the sample.
The email from which the messages were sent from
Screenshot or copy of the email
Delayed messages
We need:
At least one affected recipient number (we welcome more samples too!)
Date and timestamps (including timezone) when the messages were sent. Note that if the messages are older than 5 days we can unfortunately not thoroughly investigate the sample.
Duplicate delivery
Before reaching out, please:
Restart your handset. If you are experiencing multiple SMS delivery in rapid succession, this will most likely help reconnect the affected handset back to the network.
If you’ve already done this, we need:
At least one affected recipient number (we welcome more samples too!)
Date and timestamps (including timezone) when the messages were sent. Note that if the messages are older than 5 days we can unfortunately not thoroughly investigate the sample.
Screenshot of multiple messages received
Sender ID approval
Before reaching out, please:
We need:
The country where you are looking to register a sender ID for
Sender ID (between 3-11 characters only)
Sample content
Use case
Company name
Company website
Estimated monthly SMS volumes using this sender ID
Note: We may request for additional information specific for the country you are registering a sender ID for.
Voice
Usage
We need:
A description of the issue encountered (E.g. Is it related to voice quality or to the dashboard)
Source recipient (A-Number)
Destination recipient (B-Number)
Date and timestamps, including the timezone when the call was made
The specific Voice API error returned (if any)
API Development
Usage
Before reaching out, please:
We need:
A description of the issue you’ve encountered (E.g. API error, message not sending?)
The full API request and response payload
If no error response received, please also provide the affected recipient
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