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TracsConnect Help

Troubleshoot

Test connection failed

Symptom
When you click Test Connection, you see a red error instead of a green check.
Cause
Usually the access key is wrong, has extra spaces, the wrong Service Trunk Group was selected when creating it, or the key has been revoked in the Voxtelesys Portal.
Fix
  1. Open the Voxtelesys Portal and confirm the key still exists under Products → APIs → API Keys.
  2. Confirm the Service Trunk Group on the key is set to API & Services. If it is set to something else, create a new key with the correct group.
  3. Copy the key value directly from the portal — do not retype it by hand.
  4. Paste it into the API Token field in TracsConnect. Make sure no extra spaces sneak in at the start or end.
  5. Click Test Connection again.
When to contact support
If the test still fails after pasting a fresh key from a fresh API & Services key, contact support with the date you created the key.

Test connection passes but no messages arrive

Symptom
The setup window shows a green check, but customers say they're not getting reminders or alerts.
Cause
Most often this means your number isn't fully approved for A2P 10DLC yet, or the From number has a typo and Voxtelesys is sending under a number you don't control.
Fix
  1. Open the Voxtelesys setup window again and confirm the From Phone Number exactly matches your real Voxtelesys-owned number, in E.164 format (e.g. +15551234567).
  2. Ask Voxtelesys support to confirm A2P 10DLC registration status for that number. Until it is approved, carriers may silently drop messages.
  3. Check the message delivery log in your dashboard — it will show whether messages are being marked delivered, failed, or sent but undelivered.
  4. Send a test reminder to your own personal phone (not the shop phone) so you can see what actually arrives.
When to contact support
If the delivery log shows messages marked delivered but real phones never receive them, contact support and Voxtelesys at the same time — this is almost always a carrier-side filter that needs both sides to investigate.

From Phone Number won't save

Symptom
When you click Save, you get a 'Please fill in all required fields' error or the number gets rejected as invalid.
Cause
The From number must be in E.164 format — plus sign, country code, area code, with no spaces, dashes, or parentheses.
Fix
  1. Open the setup window and look at the From Phone Number field.
  2. Reformat the number as +1 followed by the 10-digit US number with no other characters. Example: +15551234567.
  3. Click Save again.
When to contact support
If the number is in correct E.164 format and Voxtelesys still rejects it, confirm with Voxtelesys that the number is provisioned on your account.

Reminders sent to a landline customer never arrive

Symptom
A specific customer's number is on file in TRACS but they never receive reminders.
Cause
Voxtelesys can only deliver to mobile numbers. If the customer's number is a landline, the message gets accepted by the system but never arrives on a phone that can show it.
Fix
  1. Confirm with the customer that the number on file is their mobile, not a home or office line.
  2. Update the number in TRACS if needed.
  3. Future messages to the updated number will deliver normally.
When to contact support
If you keep seeing landline failures for many customers, contact support — there may be a TRACS data hygiene issue worth looking at across the shop.

RCS isn't showing my brand name

Symptom
You turned on RCS, but customers still see your phone number instead of your shop's brand name at the top of the message.
Cause
RCS brand display requires verified-sender approval from Voxtelesys, completed at the carrier level. If approval isn't done yet, messages still go out — but they fall back to plain SMS without the brand.
Fix
  1. Confirm with Voxtelesys support that your verified-sender registration is approved (not just submitted).
  2. Once approved, send a test to a phone that supports RCS — typically a recent Android or iPhone on a major US carrier.
  3. If the brand still does not appear, open a ticket with Voxtelesys asking them to verify the RCS profile on your number.
When to contact support
If Voxtelesys confirms approval and the brand still does not show on RCS-capable phones, contact TracsConnect support so we can review what TracsConnect is sending with each message.

I need to disconnect Voxtelesys

Symptom
You want to stop sending — temporarily, or for good.
Cause
You can disconnect at any time. Past message logs stay in the dashboard. Future reminders, alerts, and dashboard-triggered texts stop until you reconnect or switch to a different provider.
Fix
  1. Open the Voxtelesys card under Integrations in your dashboard.
  2. Scroll to the bottom of the setup window.
  3. Click Disconnect.
  4. Confirm. TracsConnect deletes the access key from its records.
When to contact support
To reconnect later, you will need a fresh access key from the Voxtelesys Portal. Old keys still work as long as you have not revoked them, but rotating to a new one on reconnect is a healthy habit.

When to contact support

Section titled “When to contact support”

If none of the above fits your situation, the fastest way to get help is to copy the Connection ID from the Voxtelesys setup window and email it to support along with:

  • What you were trying to do
  • What happened instead
  • The date and time it happened (so we can look at the delivery log)
  • Whether you’ve already asked Voxtelesys support and what they said (avoids us asking you to repeat that conversation)

See Contact support for our email address.