Troubleshooting: texts not sending and other quick fixes
Most problems have a quick answer. Start here.
No texts are going out
Check the status of each flow on Campaigns:
- Waiting for go-live: our team is still reviewing your brand profile and messages.
- Off: an owner switched it off. Switch it back on.
- Paused: either Shopify is disconnected (open BubbleSMS from Apps in your Shopify admin to reconnect) or a payment failed. See When a payment fails.
- Coming soon: subscription recovery isn’t available yet, so it never sends.
Still nothing? It may be night-time for your customers. See quiet hours.
One customer didn’t get a text
- No consent: we only text customers with SMS consent on record. Check Customers.
- Opted out: they asked to stop before. Nobody can text them again.
- Android: SMS waits until your carrier registration is approved.
- They already bought: an abandoned-cart text doesn’t send if they completed checkout first.
“Not confirmed · won’t be resent”
We couldn’t confirm that a message was delivered. To be safe we never send the same text twice, so the customer doesn’t get a duplicate. If it matters, take over and check in.
A customer says their code doesn’t work
Codes are personal, work once and expire after 24 hours. Open the thread: the side panel shows whether the code is Active, Used or Expired. If it expired, take over and help them yourself.
I didn’t get my sign-in code
Codes come from BubbleSMS and work for 10 minutes. Check spam and promotions, wait for the timer, then click Resend code. Still nothing? Make sure you’re using the email you were invited with.
I can’t see Billing, or can’t change a setting
Billing, settings, campaign switches and timing are for owners. Ask an owner on your team, or ask them to make you an owner. See Owners and members.
Happy customers aren’t getting a review link
Add your link in Settings › Texting rules › Where reviews go. Until our team approves it, happy customers get a thank-you instead.