Troubleshooting: SMS Not Sending or Receiving
Troubleshooting: SMS Not Sending or Receiving
If you're having trouble with messages not sending or receiving through the Sortelle AI SMS Gateway App, follow these steps to check your device, app, and settings. Most issues can be fixed with the steps below.
1. Confirm Your SIM Card Works
First, try sending and receiving a text directly from the phone (outside of Sortelle AI):
If it fails, the issue is likely with your SIM card or mobile plan.
Contact your mobile carrier to confirm that your plan includes SMS and that the SIM is active.
2. Verify Your Sortelle AI SMS Gateway Setup
Ensure the app and device are configured correctly:
App is installed on your Android phone
App has been started and is running
Battery Settings: Long-press the app → App Info → Battery → Set to "Unrestricted"
SIM is connected inside your Gateway dashboard
Your phone meets minimum specs: Android 9.0+, 2GB+ RAM, and a strong mobile signal
3. Disable RCS (Chat Features)
Some Android phones come with RCS (Rich Communication Services) enabled, which can interfere with standard SMS delivery.
Open your Messages app
Go to Settings → Chat Features
Turn off "Enable Chat Features"
4. Enable “Read Received Messages”
If messages appear on your phone but don’t show up in your Sortelle AI dashboard:
Open the Sortelle AI SMS Gateway App
Tap the Settings tab
Make sure "Read Received Messages" is turned ON
5. Turn Off Auto Updates
System or app updates can restart your phone, causing the Gateway App to stop running in the background.
Disable auto-updates in your device settings
Or, manually reopen the Sortelle AI Gateway App after every device reboot
6. MMS Not Sending?
Ensure the image is under 800KB
Test sending MMS directly from your phone
If signal is weak, enable Wi-Fi Calling and connect to a stable Wi-Fi network
7. MMS Not Showing in Dashboard Conversations
At this time, picture messages (MMS) sent to your phone may not appear in the Sortelle dashboard. The message will still arrive on your phone, but won’t show in your Conversations tab. This is a known limitation currently being worked on.
8. JavaScript Error in Gateway App
If you see a JavaScript error on your Android device:
Try disabling Google Play Services temporarily
Reopen the app — this often resolves startup issues
Still Not Working?
If you've tried all the steps above and your SMS is still not sending or receiving, please reach out to us.
You won’t be able to fix integration issues or reconnect sub-accounts yourself, so contact support and we’ll take care of it for you.
➡️ Email Support
➡️ Or submit a ticket inside your Sortelle AI dashboard
Need to Reinstall or Double-Check Your Setup?
You can always revisit the setup instructions here:
🔧 Sortelle AI SMS Gateway App Installation Guide (insert link to setup guide here)
