Troubleshooting

Common Issues

My recipients have phone numbers but the app says that they are missing phone numbers

Solution:

Phone number formats are very strict in this add-on. Read here for more information

Recipient or Sendout status doesn't change

The SMS gets sent and SMS-sendout gets created in Lime, but the recipient status doesn't change from Initiated.

Solution:

Make sure you have restarted all Lime services and that they are up and running, especially Lime task service, and try again. Make sure that the webhook subscription is pointing to the right url and api key in Lime Marketing. Otherwise check the logs for any errors (both webserver and taskhandler).

It takes a long time to send SMS messages

The SMS is stuck in Initiated or Sending status

Solution:

If you have a very large sendout it can take up to 30 minutes before all recipients have been added to the sendout and the task handler has sent the request to Lime Marketing. If the sendout is slow for smaller sendouts make sure that the task handler is not busy running other tasks.

The application displays an error after clicking send when running the app from a non-admin account

The application displays an error after clicking send and in the task-handler log file shows lime_query.Unauthorized() in the stack trace. But it works if you run the app from an admin account

Solution:

Check if the solution is using record-access for any limetypes mentioned in the addon config. If that is the case you need to disable record access, otherwise the addon won't work. Read more here