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:

  1. Switch your phone off for 10 seconds, then switching it back on before trying again

If you’ve already done this, we need:

  1. The number you’re trying to register and receive your verification code on

  2. The email that is linked to your MessageBird account

VAT number

We need:

  1. The email address used to sign up for your account

  2. New VAT number to be added

Do you have a question about a payment, order or invoice?

Before reaching out, please:

  1. Check if the processing time for your payment has passed

We need:

  1. An invoice or order number

  2. If you have made the payment by bank transfer, please provide your Proof of Payment

Dashboard

General usage

Before reaching out, please:

  1. Try testing it out using another browser

  2. Perform a hard refresh (ctrl+shift+r or command+shift+r) of your browser

If you’ve already done this, we need:

  1. A screenshot of the issue you encountered

  2. The email address used to sign up for the account where you see these issues occurring

  3. The browsers you have tested

Flow Builder

Before reaching out, please:

  1. Do check out our available how-to guides on setting up actions and triggers

  2. 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.

  3. 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:

  1. A description of the error encountered (E.g. Can’t publish your flow? Notified of an error?)

  2. A screenshot of your flow

  3. 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:

  1. Make sure you have topped up some balance. Numbers can only be purchased after adding balance to your account.

If you still can’t find the Number you’re looking for or have been asked to contact our support team, we need to know:

  1. The country you’re looking to buy a Number from

  2. The billing interval you’d like to be billed for (Monthly, Quarterly, Yearly)

  3. The email address used to sign up for your account

SMS

Not receiving your SMS? Wrong delivery status?

Before reaching out, please:

  1. Check if the country you’re sending messages to has any specific local restrictions that require you to register your traffic.

  2. Is the recipient number valid, reachable and formatted correctly?

  3. If sent via API, check if you received a successful response.

Are you within those restrictions? We need:

  1. At least one affected recipient number (we welcome more samples too!)

  2. A description of the error you’ve encountered

  3. 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:

  1. Check if your message contains any Unicode characters. Did you request to adjust the Unicode character before sending? If sent with the API, check your data coding parameter set.

If your content is still being modified, we need:

  1. At least one affected recipient number (we welcome more samples too!)

  2. 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.

  3. Expected content meant to be received

  4. Screenshots of received content on the mobile handset

Not receiving your email to SMS messages?

Before reaching out, please:

  1. Double check which email you’ve sent from. Is it whitelisted here?

  2. Is the email pending to be sent from your Outgoing Inbox?

If you’ve already done this, we need:

  1. At least one affected recipient number (we welcome more samples too!)

  2. 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.

  3. The email from which the messages were sent from

  4. Screenshot or copy of the email

Delayed messages

We need:

  1. At least one affected recipient number (we welcome more samples too!)

  2. 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:

  1. 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:

  1. At least one affected recipient number (we welcome more samples too!)

  2. 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.

  3. Screenshot of multiple messages received

Sender ID approval

Before reaching out, please:

  1. Check which countries you may need to register a sender ID for by reviewing the country-specific information

We need:

  1. The country where you are looking to register a sender ID for

  2. Sender ID (between 3-11 characters only)

  3. Sample content

  4. Use case

  5. Company name

  6. Company website

  7. 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:

  1. A description of the issue encountered (E.g. Is it related to voice quality or to the dashboard)

  2. Source recipient (A-Number)

  3. Destination recipient (B-Number)

  4. Date and timestamps, including the timezone when the call was made

  5. The specific Voice API error returned (if any)

API Development

Usage

Before reaching out, please:

  1. Check our the API error logs for the details of the errors that were returned.

We need:

  1. A description of the issue you’ve encountered (E.g. API error, message not sending?)

  2. The full API request and response payload

  3. If no error response received, please also provide the affected recipient

PrevioussupportNextMessageBird Support Plans

Last updated