SMS Troubleshooting

Basic troubleshooting steps for WhatSnap SMS on Android. Verify installation, check device settings, and resolve common issues before diving into specific problems.

This guide covers fundamental troubleshooting steps for resolving SMS sending and receiving issues with WhatSnap on Android devices.

Start Here First: Before exploring specific troubleshooting topics, run through these basic checks to resolve most common issues quickly.

Quick Diagnostic Steps

If you're experiencing issues with SMS not sending or receiving, follow these steps in order:

Step 1: Test SIM Card Directly

Verify your SIM can send SMS outside of WhatSnap:

  1. Open the native Messages app on your Android device

  2. Send a test SMS to your personal number or a colleague

  3. Ask them to reply to verify two-way communication works

If this fails:

  • ❌ Problem is with your SIM card or carrier, not WhatSnap

  • Contact your carrier/service provider first

  • Verify account has credit/balance (for prepaid plans)

  • Check if SIM plan includes SMS capability

  • Ensure SIM is not blocked or restricted

If this works:

  • ✅ SIM card is functional, continue to Step 2

Step 2: Verify Installation is Correct

Confirm that WhatSnap SMS is properly installed and configured:

✅ Check WhatSnap Integration in GoHighLevel

  1. Log in to your GoHighLevel sub-account

  2. Go to Settings → Integrations or Phone Numbers

  3. Verify WhatSnap appears in your integrations list

  4. Check custom provider is set to "WhatSnap SMS Gateway" or similar

If missing:

  • Reconnect WhatSnap integration (see Step 7)

✅ Check WhatSnap Gateway App on Android

  1. Open your Android device

  2. Find the WhatSnap Gateway app

  3. Verify app is installed and visible

If app won't install:

  • Ensure Google Play Protect is disabled

    • Play Store → Profile → Play Protect → Settings → Disable scanning

  • Allow installation from unknown sources

    • Settings → Security → Install unknown apps → Enable for Chrome/browser

See: SMS Installation Guide

✅ Verify App is Running

  1. Open WhatSnap Gateway app

  2. Check status indicator shows "Connected" or "Running" (green)

  3. Gateway service should be started (not stopped)

If stopped:

  • Tap the play button (▶️) to start the gateway

  • Wait 30 seconds for connection to establish

✅ Check App Can Run in Background

  1. Long press the WhatSnap Gateway app icon

  2. Tap "App info" or "Info"

  3. Go to Battery settings

  4. Ensure it's set to "Unrestricted" (not "Optimized" or "Restricted")

To fix:

  • Settings → Apps → WhatSnap Gateway → Battery → Select "Unrestricted"

See detailed instructions: Device Configuration

Step 3: Verify Device Registration

✅ Device Added to WhatSnap Dashboard

  1. Log in to WhatSnap dashboard in GoHighLevel

  2. Navigate to Connected Accounts or Devices

  3. Verify your Android device appears in the list

  4. Check connection status shows "Online" or "Connected"

If device is missing:

If device shows "Offline":

  • Check internet connection on Android device

  • Restart WhatSnap Gateway app

  • Re-authenticate if needed

✅ SIM Connected to Sub-Account

  1. In WhatSnap dashboard, go to SIMs or Account Assignment

  2. Verify your device is assigned to the correct GoHighLevel sub-account

  3. Toggle should be ON for the sub-account you're using

If not assigned:

  • Click "Connect Location" or "Assign"

  • Select the appropriate sub-account

  • Save changes

Step 4: Verify Device Specifications

Confirm your device meets minimum requirements:

Check your device:

  • Settings → About phone → Check Android version and RAM

If device doesn't meet specs:

See: SMS Device Specifications

Step 5: Check Phone Software Updates

Ensure device software is current:

  1. Go to Settings → System → System update (or Software update)

  2. Check for available updates

  3. Install any pending updates (during off-hours to avoid disruption)

Note: Keep device updated for security and compatibility, but disable auto-updates to prevent unexpected restarts.

Step 6: Verify RCS is Disabled

RCS (Rich Communication Services) can interfere with SMS delivery in most setups.

  1. Open Messages app

  2. Go to Settings → RCS chats or Chat features

  3. Verify RCS is disabled (turned OFF)

Exception: Enable RCS only if using eSIM from another country over WiFi

See: RCS Settings Guide

Step 7: Reconnect WhatSnap Integration

If messages still aren't sending/receiving, the GoHighLevel connection token may have expired.

Reconnect at Agency Level

1

Access Integrations

  1. Log in to GoHighLevel (app.gohighlevel.com)

  2. Navigate to Settings → Integrations

  3. Find WhatSnap in your integrations list

2

Reconnect Integration

  1. Click the WhatSnap integration (or integration button)

  2. Should show "Already Connected with Agency" or similar

  3. Click "Reconnect" or "Connect"

  4. Select your Agency

  5. Enable both checkboxes:

    • ✅ Install for all locations

    • ✅ Auto-install for new locations

  6. Click "Install" or "Proceed"

Important: Make sure you're logged into app.gohighlevel.com, not just your white-label domain.

3

Reconnect Sub-Accounts

  1. In WhatSnap dashboard, go to Sub-Account SIMs or Connected Locations

  2. Click "Connect Location"

  3. You can toggle one account off and on to reconnect all

    • Or reconnect each individually

4

Verify Reconnection

  1. Refresh your GoHighLevel page

  2. WhatSnap integration should show as active/connected

  3. Send a test message to verify

Step 8: Test Message Sending

After completing the above steps, test your setup:

  1. Open a contact in GoHighLevel

  2. Ensure contact has your device tag (e.g., whatsnap-account-android-1)

  3. Navigate to Conversations → SMS

  4. Send a simple test message

  5. Check delivery on recipient's device

  6. Ask recipient to reply and verify sync to GHL

If messages still fail:

  • Proceed to specific troubleshooting guides below

  • Check Error Codes for specific error messages

  • Contact support with error details

Specific Troubleshooting Topics

Once you've completed the basic steps above, explore these specific troubleshooting guides:

📋 Error Codes

Decode error messages and understand failure reasons

🖥️ Remote Access

Troubleshoot client devices remotely with Zoho Assist

📊 SMS Limit Bypass

Remove Android's 30 messages/30 minutes restriction

⏳ Failed Messages

Handle pending and queued messages

🗑️ Uninstall Integration

Remove WhatSnap from GoHighLevel agency

Common Issues Quick Reference

Messages Not Sending

Most Common Causes:

  1. ⚠️ Gateway app not running → Restart app

  2. ⚠️ Contact missing device tag → Add tag in GHL

  3. ⚠️ Device offline → Check internet connection

  4. ⚠️ SIM card issue → Test direct from phone

  5. ⚠️ Battery optimization killing app → Set to unrestricted

Solutions: See Main Troubleshooting Guide

Messages Not Receiving

Most Common Causes:

  1. ⚠️ Gateway app disconnected → Reconnect in dashboard

  2. ⚠️ Network blocking → Try mobile data instead of WiFi

  3. ⚠️ Firewall restrictions → Whitelist WhatSnap domains

  4. ⚠️ App permissions revoked → Re-grant permissions

Solutions: See Main Troubleshooting Guide

SIM Card Blocked

Most Common Causes:

  1. ⚠️ Sent too many messages too quickly

  2. ⚠️ Spam content detected by carrier

  3. ⚠️ Didn't warm up new SIM card properly

  4. ⚠️ Exceeded carrier fair use policy

Solutions:

  • Stop messaging immediately for 24-48 hours

  • Contact carrier to request unblock

  • Review SIM Warm-Up Process

  • See Avoiding Carrier Blocks

App Keeps Stopping

Most Common Causes:

  1. ⚠️ Battery optimization enabled

  2. ⚠️ Low device memory

  3. ⚠️ Manufacturer restrictions (Xiaomi, Huawei, etc.)

  4. ⚠️ App conflicts

Solutions: See Main Troubleshooting Guide

MMS Not Sending

Quick Checks:

Note: MMS requires the WhatSnap Gateway app to be set as the default messaging app on Android.

If MMS still won't send:

  1. Check signal strength - MMS needs stronger signal than SMS

  2. Try connecting to WiFi and enable WiFi calling

  3. Reduce image size (compress to under 500 KB for best results)

  4. Test sending MMS directly from phone first

Device-Specific Issues

Samsung Devices

Common issues:

  • Aggressive battery optimization

  • Samsung's "Sleeping apps" feature

Solutions:

  1. Settings → Battery → Background usage limits

  2. Remove WhatSnap Gateway from "Sleeping apps" list

  3. Settings → Apps → WhatSnap → Battery → Unrestricted

Xiaomi / MIUI Devices

Common issues:

  • Very aggressive app killing

  • Autostart restrictions

Solutions:

  1. Settings → Apps → Manage apps → WhatSnap Gateway → Enable Autostart

  2. Security → Permissions → Autostart → Enable for WhatSnap

  3. Battery saver → No restrictions

Huawei / EMUI Devices

Common issues:

  • Protected apps system

  • Aggressive battery management

Solutions:

  1. Settings → Apps → WhatSnap Gateway

  2. Battery → App launch → Manage manually

  3. Enable: Auto-launch, Secondary launch, Run in background

OnePlus / OxygenOS

Common issues:

  • Battery optimization

  • App "Deep Optimization"

Solutions:

  1. Settings → Battery → Battery optimization → WhatSnap → Don't optimize

  2. Disable "Deep Optimization" for WhatSnap in battery settings

Still Having Issues?

If you've followed all the steps above and are still experiencing problems:

1. Check Error Codes

Review the specific error message you're receiving:

2. Review Main Troubleshooting Guide

For comprehensive troubleshooting covering all scenarios:

3. Contact Support

Before contacting support, gather:

Contact:

  • Email: support@whatsnap.ai

  • Subject: "SMS Troubleshooting - [Brief Description]"

  • Include all information from checklist above

Preventive Maintenance

Avoid issues before they occur:

Daily Quick Check (30 seconds)

Weekly Maintenance (5 minutes)

Monthly Review (15 minutes)

Prevention is Better Than Cure: Spending a few minutes weekly on maintenance prevents hours of troubleshooting later.

Related Guides:

PreviousSMS Device SpecificationsNextSMS Error Codes

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