If you’re having trouble sending or receiving messages:
- Try our General Troubleshooting Tips for the devices experiencing message delivery issues.
- Check out the Unable to Upload Videos and Files article if you're having difficulty recording or sending audio, video, or image messages.
- Break text messages exceeding 7,000 characters into shorter ones to ensure they can be sent.
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Confirm your plan is active, as you need an active plan to send messages. To check your plan status, go to Account (
) > Payment and plan, where you'll find sections for active and inactive plans. If you need to reactivate your plan, visit How Do I Restart Service or Reactivate My Closed Room?
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Send us a support request if additional assistance is needed. Make sure to include the following:
- Description of the issue, including whether it has occurred before and whether the message disappeared or exhibited any unusual behavior.
- Screenshot of the issue (Ensure to redact any sensitive information).
- Type of device you're using (e.g., mobile device model, laptop type).
- Whether the issue persists on both Wi-Fi and cellular networks.
- Whether your provider can view/hear the messages in the room.
- Duration of time the issue has persisted.