Troubleshooting
Common Issues
“No recipients selected” Error
Cause: No phone numbers provided or all numbers invalid Solution:
- Check that phone numbers are properly formatted
- Verify tag selections include customers with phone numbers
- Ensure phone numbers include country code (+1 for US)
“Insufficient SMS credits” Error
Cause: Not enough SMS balance for the broadcast Solution:
- Check your SMS credit balance in account settings
- Contact support to add more credits
- Reduce recipient count for current broadcast
Scheduling Validation Errors
Cause: Invalid date/time or timezone issues Solution:
- Ensure scheduled time is in the future
- Check timezone selection is correct
- Avoid scheduling more than 1 year in advance
Messages Stuck in “Pending” Status
Cause: Queue processing issues or system maintenance Solution:
- Wait 5-10 minutes for automatic processing
- Check system status page for maintenance notices
- Contact support if issue persists
Low Delivery Rates
Cause: Invalid numbers, carrier blocks, or message content issues Solution:
- Review failed message details in analytics
- Clean up recipient list to remove invalid numbers
- Avoid spam-like language in messages
- Ensure proper opt-out instructions
Getting Help
Support Channels:
- 📧 Email: help@launchsms.com
- 💬 Live chat: Available in dashboard
- 📚 Knowledge base: help.launchsms.com
When Contacting Support:
- Include broadcast ID number
- Describe what you were trying to do
- Share any error messages
- Mention your account details
Frequently Asked Questions
Q: Can I still use the old SMS system?
A: Yes, both systems run in parallel. The old system remains available while you transition to the new system.
Q: What happens to my existing SMS data?
A: All historical data remains in the original system and is still accessible. The new system starts fresh for new campaigns.
Q: Can I edit a broadcast after it starts sending?
A: Yes! You can edit the message content and it will apply to all pending (unsent) messages. Already sent messages cannot be changed.
Q: How much does the new system cost?
A: SMS costs remain the same ($0.0075 per SMS, $0.02 per MMS). The new system features are included at no additional charge.
Q: Can I schedule broadcasts far in advance?
A: Yes, you can schedule up to 1 year in advance. The system will send reminders as the send date approaches.
Q: What if I make a mistake in my message?
A: If you catch it before sending starts, edit the broadcast. If it’s already sending, you can pause it, edit the message, and resume to fix pending messages.
Q: How do I know if my broadcast is performing well?
A: Check the analytics dashboard for delivery rates, timing data, and performance comparisons. Delivery rates above 90% are generally considered good.
Q: Can I send the same message to different groups at different times?
A: Yes, use the “Duplicate” feature to copy a successful broadcast, then modify the audience and schedule as needed.