Quick Fix
If you are testing the SMS features and not receiving text messages, please ensure the following are true:
- Your show is set to ‘Live’
- You have at least one episode set to ‘Live’
- Your phone number has went through the compliance and verification process required by either Twilio or Telnyx
NOTE: SMS will not go through for numbers that are not certified. So please follow the process with Twilio and Telynx to get your number certified.
How to check whether Hiro is sending messages
Sending texts through Hiro is kinda like mailing a letter.
Here’s the breakdown:
- Hiro puts your message in the “mailbox.”
- Twilio or Telnyx takes it from there and delivers it.
So if something’s not working, the first thing to check is whether Hiro is actually sending the message.
✅ Test it like this:
- Text your opt-in keyword to your Hiro number.
- Then go to your Inbox: https://app.hiro.fm/inbox/new
- Do you see the test message?
👉 If yes: Hiro’s doing its job! The issue is likely with Twilio or Telnyx (scroll down for next steps).
👉 If no: Make sure your show is live and has at least one episode published. You can’t send messages if the show isn’t live or empty.
Fixing issues with Twilio or Telnyx
If Hiro is sending the messages but Twilio and Telnyx aren’t delivering them, the issue is usually with the verification requirements set by the Federal Communication Commission. These requirements change, so please refer to Telnyx and Twilio for the latest updates. We will do our best to assist you with getting your number set up with the details below:
Did you complete the verification process and receive authorization from Telnyx or Twilio?
The Federal Communication Commission now requires that all phone numbers sending SMS messages be verified first.
Below are some resources to help you through the process:
Telnyx
Telnyx article explaining the process
Hiro blog article & video with tips for Telnyx
Twilio
Learn more from the Twilio Website
What do I put in the verification application?
While every business is different and how you plan to use your number will vary, we put together a general guideline for the application.
Is your Twilio account allowing webhooks?
If you have a Twilio number, you might have to allow webhooks on your account. To do this:
- Log into your Twilio account
- Go into the messaging service
- Click on default -> messaging service -> and then click on integration. Under incoming messages, enable Defer to sender’s webhook
- Invoke the sender’s HTTP webhook (if it is defined) for incoming messages.
- Then click save .
Did the contact text to opt-in and they are waiting on an access email too?
If the contact text a keyword to get access to the show, and are expecting an email as well, they won’t receive one. Only an SMS is sent with the access details.
An email IS NOT sent as well.
This happens for a couple of reasons. One is to ensure that you control access to your show. Second is for a better user experience.
Heads up ⚠️:
If you’re texting your Hiro number and not seeing the message come through, that’s expected—it won’t work like that.
Before you can start a conversation, the person you’re messaging needs to opt in using your keyword. Or, you can manually add them to your Contacts in Hiro and send the first message from there.
You can’t just text your own Hiro number to kick things off. That’s due to rules from the FCC (Federal Communications Commission).
