Why aren’t contacts receiving emails or SMS messages?

Troubleshooting email and SMS issues.

If you have contacts that opted into your show and aren’t receiving the access email or SMS text, please check the following:

Is your show set to “live”?

You can check this by checking your show settings:

Do you have at least one episode in your show set to “live”?

You must have at least one live episode. If you don’t, upload an episode and set it to “live”.

Is your email connected correctly?

First, you need to connect your email account to your Hiro account so that emails can be sent using your email address. This improves deliverability and open rates. You can see the steps to connect your email account here.

Second, if you connect your email account, test the connection. You can do that in your email account settings. If the connection fails, please fix the connection and text again.

Is your email hosting provider allowing SMTP?

If you connected your email using SMTP, check that it is allowed on your email provider. For example, if you’re using GoDaddy, log into your GoDaddy account and enable SMTP sending for your emails to work properly.

The easiest way to see how to allow SMTP with your email provider is to google “how to allow SMTP with [your email provider name]”.

OFFICE 360

1. Login to office 365 and open the admin center
2. Under Active Users, click the name of the user
3. Click Mail
4. Click “Email Apps”
5. Click Authenticated SMTP.

Did you check your “sent” folder?

Any emails sent from the Hiro platform will show up in the “Sent” folder of the email account connected to your podcast. Just open that inbox and check the “Sent” folder to find the email you’re looking for.

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.

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:

1. Log into your Twilio account
2. Go into the messaging service
3. Click on default -> messaging service -> and then click on integration. Under incoming messages, enable Defer to sender’s webhook
4. Invoke the sender’s HTTP webhook (if it is defined) for incoming messages.
5. Then click save .