Help centre Troubleshooting
Troubleshooting
The quick checks for messages that will not send, notifications that do not arrive, and a widget that will not show.
My texts are not sending, what do I check?
Work through these in order, they cover almost every case:
- Is your number approved? Settings, then Verification, shows where it is up to. Until it is approved you can receive but not send.
- Has that person opted out? If they ever replied STOP they are opted out: scheduled messages and review requests to them stop, and anything else you send is unlikely to reach them until they text you again.
- Have you used your monthly texts? At the limit, sending pauses until the account owner switches on overage in Settings, then Billing, or the next period starts.
- Is the contact blocked? Check the thread header menu, or the blocked list in Settings, then Help and Support.
- Are you texting another country? Your number is set up for its own country, and carriers commonly reject messages sent across borders.
Still stuck? Email [email protected] with the number you were texting and roughly when you tried, and we will check the delivery logs.
I am not getting notifications on my phone
Check these in order:
- On iPhone: HiveThread has to be added to your home screen and opened from that icon. Push does not work while you are just browsing the site in Safari.
- Permission: open Settings, then Notifications, and use Enable Push Notifications. If it tells you notifications are blocked, allow them for HiveThread in your phone or browser settings first, then come back and try again.
- Channel switches: on the same page you can turn push off for a channel. Messages still arrive in your inbox, they just stop buzzing.
- Quiet hours: also on that page, and easy to forget you set them.
Notifications are set up per person and per device, so every teammate has to do this on each phone they use. If it still will not work, email [email protected] and tell us the phone and browser you are on.
The chat widget is not showing on my website
Run down this list:
- Is your number approved? The widget stays switched off until your text channel is approved, because it passes leads on as texts.
- Is the snippet actually on the page? Copy it again from Settings, then Channels, your text channel, Text-capture widget, and paste it into your site template so it loads on every page.
- Did you reset the widget key? That stops the old snippet working. Paste the new one.
- Does your site have a content security policy? It has to allow the widget script and the connection it makes. The install instructions include a note on exactly what to allow.
- Are you looking from another country? The widget hides itself from visitors in countries your number cannot text at all.
If it is still missing, email [email protected] with your website address and we will look at the page with you.
Still stuck? Contact us and a real person will help.