Troubleshooting

Solutions to common problems with sending and receiving messages. Find your issue below and follow the steps to resolve it.

SMS Not Delivered

Message shows 'Failed' status

Check the reason code in your SMS log for specific details. Common causes:

• Code 0 / 101 (Unknown subscriber): The phone number doesn't exist or has been disconnected. Verify the number is correct and active.
• Code 107 (Phone off): The recipient's phone is switched off or out of coverage. The message will be delivered when they turn it back on (within 48 hours).
• Code 512 (Message expired): The recipient's phone was unreachable for more than 48 hours. Try sending again.
• Code 622 (Insufficient credit): Your SMS credit is depleted. Top up your account in the portal.

See Status Codes for a complete reference.

Message shows 'Pending' for a long time

A pending status means we're waiting for delivery confirmation from the carrier. This can happen when:

• The recipient's phone is temporarily unreachable (turned off, no signal)
• The carrier's network is congested
• The recipient is roaming in an area with limited connectivity

Messages typically resolve within a few hours. If still pending after 24 hours, the delivery will likely fail with code 512 (expired).

Message sent but recipient didn't receive it

If your log shows 'Delivered' but the recipient claims they didn't get it:

1. Verify you sent to the correct phone number
2. Ask the recipient to check their spam/blocked messages folder
3. Some phones have aggressive spam filters – ask them to add the sender ID to contacts
4. Check if the recipient's carrier blocks certain message types

Email to SMS Not Working

Email sent but no SMS delivered

Check these common issues:

1. Wrong email address: Verify you're sending to the correct TeamMessage address (e.g., myteam@tmsg.de). Check for typos.
2. Sender not authorized: If your team list has authorized senders configured, your email address must be on the list. Check your team list settings.
3. Keyword missing or incorrect: If your team list requires a keyword, include it at the beginning of the subject line exactly as configured.
4. Email blocked by spam filter: TeamMessage has spam protection. Ensure your email comes from a reputable server with proper SPF/DKIM records.

Only part of the message was delivered

Email to SMS extracts the text from your email. Some formatting may be stripped:

• HTML formatting is removed, only plain text is used
• Signatures and disclaimers are typically stripped
• Very long messages are truncated (SMS has character limits)

Attachments not delivered

SMS cannot carry attachments. Only the text content of your email is converted to SMS. For documents, consider:

• Using Email to Fax instead if the recipient has a fax machine
• Including a link to the document in your message

API Integration Problems

Error -10: Account not found

The combination of team ID, team name, and keyword doesn't match any account. Verify:

• Team ID (tm parameter) is your customer number
• Team name (tn parameter) matches your team list email address
• Keyword (ky parameter) is correct if your list requires one

curl "https://www.teammessage.de/mbr/sendtmsg.php?tm=100042&tn=myteam@tmsg.de&ky=secret&msg=Test"

Error -11: SMS sending locked

This error occurs when:

• Your account has been suspended (contact support)
• The team list is disabled
• The phone number format is invalid

Check your team list settings and ensure it's active.

Error -12: IP not in whitelist

Your team list has an IP whitelist configured, but your request came from an unlisted IP address.

Solutions:

1. Add your IP address to the whitelist in team list settings
2. If using a cloud service, add the service's IP ranges
3. Remove the whitelist entirely if not needed

API returns success but no SMS sent

If you receive +1 but no message arrives:

1. Check if you included test=1 in your request (test mode doesn't send)
2. Verify the recipient phone number is valid
3. Check your SMS log in the portal for delivery status
4. Ensure you have sufficient SMS credit

Voice Call Problems

Call not received

If using SMS-to-Voice but calls aren't coming through:

• Verify the team list is configured for voice delivery (gateway setting)
• Check the phone number format – voice calls work with landlines and mobiles
• Look at the status code in the log (see SIP codes in Status Codes reference)

Call received but no audio

The text-to-speech conversion may have issues with:

• Very short messages (minimum length required)
• Special characters or formatting
• Non-German/non-English text (TTS is optimized for these languages)

Call keeps repeating

Voice calls are automatically retried if not answered. This is by design for urgent alerts. The status field shows the number of attempts.

Account and Billing

Cannot send SMS – no credit

Your prepaid credit may be depleted. Check your balance in the portal and top up if needed.

• PAUSCHAL (Flatrate): Check if you've exceeded your monthly quota
• EASY (Prepaid): Purchase additional credit
• PROFI (Postpaid): Contact support if sending is blocked

More SMS charged than expected

Long messages are split into multiple SMS segments:

Messages with special characters (emojis, non-Latin scripts) use Unicode encoding, which significantly reduces the character limit.

Phone Number Issues

Invalid phone number error

Phone numbers are automatically normalized. Accepted formats:

• +4917012345678 (international with +)
• 004917012345678 (international with 00)
• 017012345678 (German national format)

Invalid numbers are rejected. Check for:

• Extra spaces or characters
• Incorrect country code
• Landline numbers (some features require mobile numbers)

SMS to certain countries not working

Some destinations may be restricted or require special authorization. Contact support if you need to send to specific countries.

Still Need Help?

If you couldn't resolve your issue with the information above:

1. Check the SMS log in your portal for detailed status information
2. Review the status and reason codes in the Status Codes reference
3. Contact support with your team ID and the affected message IDs