Help / Troubleshooting texts
"The text never arrived"
It almost always arrived. Here's the five-minute checklist that finds it — in the order that actually finds it.
1. Check the thread, not the memory
The #1 cause of "missing" review texts, by a mile: they were
delivered — into a thread the owner has learned to ignore, because the same number also
sends appointment reminders, review requests, and missed-call texts. Open the actual thread
and scroll. If the texts are there, the fix isn't technical: give TextAPage a
dedicated number.
2. Confirm the job exists
Check the client's jobs list in your portal dashboard. Three possibilities:
| You see… | It means… |
|---|---|
| The job, with a verdict | The pipeline worked; it's a delivery/attention issue. Continue below. |
| No job at all | The inbound never arrived: wrong number texted, sender's phone not registered as a crew number, or the location isn't enabled. Check those three in that order. |
| A job stuck "generating" | Rare — contact support with the approximate time it was sent. |
3. Check delivery status in GHL
Open the location's Conversations view and find the outbound review text. GHL shows delivery state per message. Delivered = carrier handed it to the phone (see step 1). Failed/undelivered = continue:
- A2P registration incomplete on the number — the most common hard-fail for new locations. Finish the campaign registration.
- The recipient previously texted STOP to that number — have them text START.
- Landline or ported-weird number — verify the approver's number is a real mobile.
4. The sender side (jobs not coming in)
- Sender not registered: only phones listed as crew numbers can submit. Add the new tech's number in the client's settings.
- Group-text confusion: jobs must be texted directly to the intake number, not in a group thread.
- One photo only: jobs under the photo minimum hold automatically — that's a HOLD text to the approver, not silence. Check the approver's thread.
What support will ask you
If you contact us, have these ready and we'll resolve it in one pass: the client name, the approximate time the job was texted, the sender's number, and a screenshot of the GHL conversation (both directions). That's enough to trace the message's full journey through the system.