Troubleshooting messaging issues

If you are unable to send or receive SMS messages from your Aircall number, there may be several causes depending on the type of number and recipient. This guide explains the possible reasons and how to resolve them.

SMS cannot be sent from US Aircall numbers

Symptoms

• SMS messages sent from your Aircall number are not delivered or received.
• You may be experiencing this issue for the first time after becoming an Aircall customer.
• The Aircall number you are sending from may be a new number.

Possible cause

The US Government has implemented industry-wide regulations to prevent spam, fraud, and illegal messaging. All US phone numbers using professional communication platforms such as Aircall must be registered and validated before they can send SMS messages to other US numbers.

Solution

To send SMS messages from a US number to another US number, the number must be registered. For more information, review our A2P 10DLC section. 

Important: Unregistered US numbers cannot send SMS messages until registration is complete and validated.

Unable to send SMS to toll-free numbers

Symptoms

• SMS messages sent from your Aircall number to a toll-free number fail with the error: "An error occurred, please try again shortly."

Possible cause

Outbound SMS messaging to toll-free numbers is not currently supported on Aircall.

Solution

If you are trying to unsubscribe from a text campaign sent from a toll-free number, you will need to contact the sender using an alternative method (such as email or a website form).

Note: Toll-free numbers can receive calls and messages from customers, but cannot currently receive outbound SMS from Aircall.

SMS error: "An error has occurred"

Symptoms

• When attempting to send an SMS, an error appears: "An error has occurred, please try again later."
• You are using a US-based Aircall number.
• In the Aircall Dashboard, your number shows as Not registered.

Possible causes

• Your Aircall number is not registered for the required Toll-Free or A2P 10DLC registration.
• You are attempting to send an SMS to a toll-free number, which is not supported.
• Your account has reached the Aircall SMS limit

Solution

1. Go to your Aircall Dashboard > Numbers and then choose the number affected.
2. If the number shows Not registered, click Registration status on the right side for more details.
3. Follow the instructions shown to complete or correct your registration.

For more information, review our A2P 10DLC section. 

If your number shows as Registered but the error persists, please contact Customer Support team for further assistance.

Tip: Include screenshots of the error message, as well as the specific Aircall numbers and users affected when contacting our Customer Support team.

Messages received in the Apple iMessage app instead of Aircall

Aircall SMS is designed to function within the Aircall phone app. However, in some cases, messages may appear in the iPhone’s iMessage app instead. This happens when your Aircall number is linked to your Apple ID or has been manually added to iMessage. Since iMessage prioritizes Apple-to-Apple messaging, incoming texts may be routed there instead of Aircall.

How to ensure SMS messages appear only in Aircall

To ensure all SMS messages are received in the Aircall app, deregister your number from iMessage.

Steps:

1. Visit the Apple deregister iMessage page 

   OR

2. Log in to your Apple ID account.
3. Click Email & Phone numbers.
4. Remove your Aircall phone number from the list.

Note: Once your number is removed from iMessage, all future SMS messages will appear directly in the Aircall app.