7.7 Troubleshooting Calling & SMS Issues

Encountering issues with calls or texts? Here’s a checklist:

  • Check for Error Icons/Messages: In Conversations, hover over the ⚠️ warning icon next to a failed SMS or Call log entry. This often displays a specific error code (e.g., 30007 - Carrier Filtering/Spam, 30034/30032 - A2P Registration Pending/Failed, 30004 - DND Active or Blocked Number, 30006 - Landline/Invalid for SMS, 30005/30003 - Invalid/Unreachable Number). Search Close Master help docs for the specific error code meaning.
  • Check Contact DND Status: Is DND accidentally enabled for the SMS or Call channel on the contact's record? Did they reply STOP previously?
  • Check Number Validity/Format: Is it a valid mobile number (for SMS)? Is it formatted correctly (ideally E.164 like +15551234567)? Use Number Validation.
  • Check Compliance Registrations (CRUCIAL): Go to Settings → Phone Numbers → Trust Center. Is your A2P Brand Approved? Is the relevant A2P Campaign Approved/Active? Is your Toll-Free Verification Approved? Are the numbers correctly linked to campaigns? Unapproved/pending registrations are the #1 cause of blocked SMS.
  • Check Phone Number Configuration: (Settings → Phone Numbers → Edit Config). Are you using the correct LC Phone number as the From number? Is there a call forwarding loop? Are timeouts set reasonably?
  • Check Call Quality Issues:
    • Your Internet: Run a speed test (speedtest.net) checking Ping (low is good), Jitter (low is good), Download/Upload speeds. Stable connection is vital. Wired Ethernet connection is usually better than Wi-Fi for calls.
    • Your Computer/Browser: Ensure browser (Chrome recommended) is up-to-date. Grant microphone permissions to the Close Master website. Close unnecessary tabs/apps consuming resources. Check the correct microphone/headset is selected in browser/system settings.
    • Disable VPNs/Firewalls: Temporarily disable VPNs or strict firewalls that might interfere with call connections.
  • Check Call "Spam Likely" Flags: Did you register SHAKEN/STIR and CNAM? Are you using a Verified Caller ID? Are you making too many calls too quickly from the same number? Follow calling best practices.
  • Check Account Status:
    • Geo Permissions: Are calls/texts allowed to the destination country (Settings → Phone Numbers → Geo-Permissions - may require admin/agency action)?
    • Sending Limits: Are you hitting any platform or carrier-imposed sending limits?
    • Account Suspension: Has your account or number been temporarily suspended due to high error rates or compliance issues? Check notifications or Trust Center status.
    • Wallet Balance: Do you have sufficient funds in your Wallet (Settings → Company Billing)?
  • Reset Number Webhooks/Config: Sometimes, removing and immediately re-adding the phone number in Settings → Phone Numbers can refresh its connection and resolve minor glitches (contact support before doing this if unsure).
  • Contact Support: If issues persist after checking the above, contact The Close Agency support team. Provide specific details: Contact name/number affected, approximate time of the issue, specific error message/code received, the LC Phone number used, and screenshots if possible.