Common SMS issues

Most SMS problems fall into a few buckets. Work through this list before contacting support.

Messages not delivering

• Verification still pending?
• Customer previously texted STOP?
• Phone number inactive or wrong on your website?
• Account past due — check billing?

Assistant not replying

• Knowledge empty for that topic?
• Number stuck in demo mode — check your registration status

Delayed replies

Carrier retries during outages cause minutes-long delays. Persistent delays may mean rate limits on unregistered traffic.

Duplicate numbers listed

Ensure marketing matches the number assigned in portal. Update Google Business Profile if you changed numbers.

Wrong area code

Contact support — do not run two active numbers without a plan to migrate customers off the old one.

Verification stuck

Respond promptly to any request from Simplae for more information. Escalate with support if no movement after five business days.

Still stuck?

Gather conversation ID, timestamp, and customer phone (last four digits) for support.