Sendrelay

Troubleshooting

Sendrelay is not affiliated with SMSGlobal.

Most problems come from the SMSGlobal account rather than the app, because the app sends through your account and SMSGlobal applies its own rules. Work through the symptom you see. If none of this fixes it, email support@sendrelay.io with the failed message's text and time.

A message failed with Error 1056

SMSGlobal's content filter rejected the message. The filter blocks things like links, email addresses, and payment wording. Rephrase the message to remove the flagged content and send it again. The app never retries a rejected message on its own, so you are never billed twice for the same rejection.

A message is stuck on an early status

Delivery receipts advance a message's status as SMSGlobal reports progress, and the daily reconciliation sets the final status from SMSGlobal's own log. If a message looks stuck, first check that your delivery receipt URL is set at account level in MXT, then wait for the next daily reconciliation. Replies and delivery receipts explains both.

A new SMSGlobal account cannot send

New accounts on the Freestyle tier can only send to their own verified numbers until SMSGlobal lifts the limit, and credit purchases can sit in a manual review. Check both in the MXT portal:

  1. If your credit purchase is in review, ask SMSGlobal support to approve it.
  2. If sends to real recipients fail, ask SMSGlobal support to lift the Freestyle send limit on your account.

Only SMSGlobal can clear either one, and the app cannot send until they are cleared.

Replies do not appear in the CRM

Check two things:

  1. The sender. Replies only reach the app when you send from an SMSGlobal virtual or dedicated number. If you send from a verified external SIM, the reply went to that SIM's handset.
  2. The webhook. The inbound webhook URL must be set on the specific number in MXT, using the URL from your app's Settings page. Setting it on one number does not cover your other numbers.

The Settings page rejects my API key

The app validates the key and secret against your SMSGlobal account before saving. A rejection means the key and secret do not work together, so copy both again from the MXT portal and paste them carefully, without extra spaces. If they still fail, confirm in MXT that the API key is active.

Messages send but nothing bills the way I expected

Message costs come from SMSGlobal at your account's rate, and the MXT portal is the source of truth for what you were billed. The app fee is $19 USD per month per location, billed through the marketplace after the 5-day trial. If a message went through the platform's own SMS channel instead of Sendrelay SMS, the platform bills it, so check which channel the message used.