Troubleshooting: notifications, calls, usage & billing
First checks when SMS, dispatch pings, calls, or usage meters look wrong.
Overview
Most issues trace to one of four places: Twilio credentials or phone assignment, plan limits (SMS, AI, minutes), template or dispatch settings, or Stripe subscription status. Work top-down so you fix the root cause instead of chasing symptoms.
Notifications not sending
- 1
Confirm the workspace is on a plan that includes SMS credits and dispatch notifications where required.
- 2
Verify templates are saved under dispatch / appointment settings and that staff phone numbers or emails are valid.
- 3
Check Twilio debugger logs for STOP/opt-in or carrier errors.
Calls not connecting
- 1
Ensure Integrations → Twilio is connected and a number is assigned to the workspace.
- 2
Review Billing → call minutes and credits; blocked calls usually mean the included pool is exhausted.
Usage limits & billing
- 1
Open CRM → Billing for authoritative meters (SMS, AI conversations, minutes, credits).
- 2
Upgrade or purchase add-on packs when checkout is enabled—numbers must match the public pricing matrix for your tier.
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