Troubleshoot

The connection test fails

Symptom

The setup window shows a red error after you click Test connection.

Cause

The Account SID may not match the key, secret, or token you entered.

Fix

1. Confirm the Account SID starts with AC.
2. Confirm the API Key SID starts with SK when using API Key mode.
3. Paste the API Key Secret again if you just created it.
4. Switch to Auth Token mode only if your rollout uses the account token.

When to contact support

Contact support if the same credentials work in Twilio but fail in TracsConnect.

Messages do not send

Symptom

The connection test passes, but customer messages fail or stay unsent.

Cause

The sender number or messaging service may not be ready for the message type or destination.

Fix

1. Confirm the sender phone number can send texts in Twilio.
2. Confirm any messaging service includes a valid sender.
3. Check Twilio logs for the failed send.
4. Send a small controlled test before retrying a customer batch.

When to contact support

Contact support with the shop name, sender number, and message time.

RCS fallback is not working as expected

Symptom

A shop expected richer messaging, but customers receive a regular text or no message.

Cause

RCS and fallback behavior depend on Twilio messaging service setup and recipient device support.

Fix

1. Confirm the Messaging Service SID is entered in TracsConnect.
2. Confirm Twilio has a fallback-capable sender in the service.
3. Test with a known compatible phone before using it broadly.

When to contact support

Contact support if Twilio shows successful sends but TracsConnect displays failures.

When to contact support

Send support the shop name, the time of the failed test or message, and the Twilio error shown in the setup window or provider logs. Do not send secret values.