User Guide

Troubleshooting

Solutions to common problems.

If something isn't working as expected, check the common issues below.

My flow is "pending" and not receiving messages

What's happening: Your flow is waiting for a phone number to be assigned, or it's waiting for you to subscribe.

What to do:

  1. Check if your flow has a phone number assigned. Go to Flows, click on the flow, and look for the phone number field.

    • If it says "Not set," your number is still being provisioned. This usually takes about one business day. You'll get an email when it's ready.
    • If a number is shown, your flow needs an active subscription to activate. Go to Settings > Billing and subscribe.

  2. If you just subscribed, your pending flows with phone numbers should activate automatically. Refresh the page to see the updated status.

Messages aren't being forwarded

What to check:

  1. Is the flow active? Go to Flows, click on the flow, and make sure the toggle shows "Active."

  2. Is the flow provisioned? The status badge should say "Provisioned." If it says "Pending," see the section above.

  3. Are your destinations active? On the flow detail page, scroll to Destinations and make sure each destination's toggle is turned on.

  4. Do you have a message filter? If you set up a message filter, it might be blocking messages that don't match the pattern. Check your filter or remove it to forward everything.

  5. Is your SMS wallet empty? If you're forwarding to SMS destinations, check your wallet balance in the top right corner or on the Billing page. Other destinations (email, Slack, etc.) work even with an empty wallet.

  6. Is your subscription active? Go to Settings > Billing and check your subscription status. If it says "Past Due" or "Canceled," update your payment method.

I'm not getting the magic link email

What to do:

  1. Check your spam or junk folder.
  2. Make sure you typed your email address correctly.
  3. Wait a minute and try again. The link expires after 15 minutes.
  4. Try using a different sign-in method (Google or password).

I can't activate my flow

Possible reasons:

  • The flow isn't provisioned yet. Only provisioned flows (with a phone number assigned) can be activated. Wait for your number to be assigned.
  • You don't have an active subscription. Subscribe first, and your flows will activate automatically.

SMS messages are forwarded but emails/Slack/etc. are not

Each destination works independently. If one destination is having problems:

  1. Go to the flow detail page and check that the destination is toggled on.
  2. Make sure the destination's settings are correct (right webhook URL, right email address, etc.).
  3. Try editing the destination and saving it again.
  4. If the problem is with Slack, Google Chat, Discord, or Telegram, check that the webhook URL or bot token is still valid. Webhook URLs can expire or be deleted on the other end.

SMS forwarding stopped but other destinations still work

Your SMS wallet is probably empty. SMS destinations need wallet credits to send messages. Other destinations (email, Slack, etc.) are included with your subscription.

To fix it: Go to Settings > Billing and top up your wallet. Consider setting up auto top-up so this doesn't happen again.

I can't find a message I received

  1. Go to Messages and use the search bar to search by message content or sender number.
  2. Check the flow filter. If you're filtering by a specific flow, try selecting All Flows.
  3. Remember that all messages are stored, even ones that didn't match a message filter. They just won't have been forwarded.

I want to change a destination's type

You can't change the type of an existing destination (for example, from SMS to Email). Instead:

  1. Remove the old destination.
  2. Add a new destination with the type you want.

I need help with something else

If you're running into a problem not covered here, contact your Syfon account administrator for help.