Troubleshooting & Deliverability
Troubleshooting overview
Find the right guide when setup, sending, tracking, attribution, or reporting does not look right.
Troubleshooting checklist
Work through the first checks for setup, sending, tracking, attribution, inbox, and automation issues.
Why a message did not send
Identify whether a message was never created, is still processing, or failed, then resolve the reason without sending duplicates.
Troubleshoot WhatsApp templates
Resolve templates that are under review, rejected, flagged, paused, disabled, or missing in Meta.
Troubleshoot a capture that does not appear or register customers
Find where a popup, form, Webchat, QR code, link, or checkout capture stopped working.
Troubleshoot missing signals or activity
Find why customer activity, events, profile data, playbook triggers, segments, or report metrics are not appearing where expected.
Troubleshoot pages that do not load
Diagnose blank, incomplete, slow, or repeatedly failing pages in Hellotext without losing useful evidence.
Contact Hellotext Support
Send the context Support needs to identify, reproduce, and resolve a Hellotext problem.
SMS sending limits for new businesses
New prepaid businesses can send SMS right away, with a temporary daily limit while Hellotext reviews sending quality.