Troubleshooting SMS Issues on CallHippo

If you’re unable to send or receive SMS on CallHippo, it’s usually due to number limitations, country-specific regulations, or credit-related restrictions. Below are the most common issues, their reasons, and how to resolve them.

1. Unable to Send or Receive SMS Due to Low Credits

Error message: You might miss incoming SMS due to low credits, recharge now to get SMS.
Reason: Your free SMS quota has been exhausted.
Solution: Add credits to your account to continue sending and receiving SMS.

2. Checking SMS Limits or Availability of an Unlimited Plan

Concern: Have I crossed my daily SMS limit? Is there an unlimited SMS plan?
Reason: CallHippo is primarily a voice-focused platform.
Solution: There is no SMS-specific unlimited plan. You can track SMS usage from the dashboard or contact support for details.

3. A2P Registration Required for US & Canada Numbers

Error message: Sending SMS from this number requires the A2P add-on.
Reason: SMS sent to the US and Canada must comply with A2P messaging regulations.
Solution: Purchase the A2P add-on and complete verification from Number Settings. Verification typically takes 2–3 weeks.

4. Team Member Unable to Send SMS From a New Number

Issue: A newly created and assigned number cannot send SMS.
Error message: Sending SMS from this number requires the A2P add-on.
Solution: Contact CallHippo support to verify the number setup and resolve the issue.

5. Enabling Text Messaging on a Number

Concern: How do I enable SMS on my number?
Solution: No manual toggle is required. If the number supports SMS and is active, you can send and receive messages from the dialer.

6. Not Receiving OTPs From Apps or Banks

Concern: Unable to receive OTPs from WhatsApp, Telegram, or banking apps.
Reason: CallHippo provides virtual numbers, which some third-party services do not support for OTP verification.
Solution: OTP delivery is not guaranteed, as these services may block virtual numbers.

7. No Free SMS or Insufficient Credits

Error message: You don’t have free SMS or sufficient credits to read and send SMS, please add credits.
Solution: Recharge your account to resume SMS usage.

8. SMS Restricted for Certain Countries (e.g., Russia)

Error message: SMS/MMS services are restricted to Russia.
Reason: Some destinations are blocked due to high fraud risk or high operational costs.
Solution: If your business requires SMS access to these countries, contact support at [email protected].

9. UK-Specific SMS Restrictions

Error message: Sending SMS/MMS to United Kingdom numbers from other countries' numbers is restricted under United Kingdom country guidelines.
Reason: UK regulations restrict receiving SMS from non-UK numbers.
Solution: UK numbers can send SMS only to other UK numbers. International SMS can be sent from a UK number.

10. Number Does Not Support SMS

Error message: Sending SMS is not available on this number.
Reason: The number may be voice-only or not SMS-enabled.
Solution: Use a different number that supports SMS.

11. International SMS Not Enabled

Error message: Please enable International SMS services from Settings.
Reason: International SMS is disabled by default to prevent misuse and control billing.
Solution: Admin users can enable International SMS from the Settings section in the dashboard.

12. Generic Error While Sending SMS

Error message: Something went wrong.
Steps to try:

  • Perform a hard refresh (Ctrl + Shift + R)

  • Log out and log back in

  • Clear browser cache and cookies

  • Try using an incognito or private window

If the issue persists, contact support with details.

Need Further Assistance?

If you’re still facing SMS-related issues, please contact our support team and share:

  • The phone number you’re using

  • Date and time of the issue

  • The exact error message

  • A screenshot (if available)

Our team will review the details and help resolve your issue as quickly as possible.