Email/SMS Delivery Issues

Email/SMS Delivery Issues

This guide helps you troubleshoot problems with email and SMS delivery in EquiBillBook, including notification delivery, invoice emails, and SMS alerts.

Common Email Delivery Problems

1. Emails Not Being Sent

If emails aren't being sent from EquiBillBook:

• Check Email Settings: Go to Settings → Notification Settings → Email Settings and verify SMTP configuration
• Verify SMTP Credentials: Ensure email address and password are correct
• Test SMTP Connection: Use the "Test Email" feature to verify SMTP connectivity
• Check Email Limits: Verify you haven't exceeded daily email sending limits
• Review Email Logs: Check email sending logs for error messages

2. Emails Going to Spam Folder

If emails are being marked as spam:

• SPF Records: Configure SPF (Sender Policy Framework) records for your domain
• DKIM Setup: Set up DKIM (DomainKeys Identified Mail) authentication
• DMARC Configuration: Configure DMARC policy for email authentication
• Sender Reputation: Ensure sender email address has good reputation
• Email Content: Avoid spam trigger words and excessive links
• Ask Recipients: Request recipients to mark emails as "Not Spam" and add to contacts

3. SMTP Authentication Errors

If you see SMTP authentication errors:

• Verify Credentials: Double-check email address and password
• Check Two-Factor Authentication: If using Gmail/Office 365, you may need an app-specific password
• Enable Less Secure Apps: For some email providers, enable "Less Secure App Access" (not recommended for production)
• Use OAuth: Consider using OAuth authentication instead of password
• Check Account Status: Verify email account is active and not locked

4. SMTP Connection Timeout

If SMTP connection times out:

• Verify SMTP Server: Check SMTP server address and port are correct
• Check Port Settings: Common ports: 587 (TLS), 465 (SSL), 25 (unencrypted)
• Firewall Settings: Ensure firewall allows SMTP connections
• Network Connectivity: Verify internet connection is stable
• SSL/TLS Settings: Enable SSL or TLS encryption as required

5. Email Templates Not Rendering

If email templates aren't displaying correctly:

• Check Template Format: Verify email template HTML is valid
• Test Template: Use preview feature to test template rendering
• Browser Compatibility: Test email in different email clients
• Image Links: Ensure images use absolute URLs (not relative paths)
• CSS Inlining: Use inline CSS for better email client compatibility

Common SMS Delivery Problems

1. SMS Not Being Sent

If SMS messages aren't being sent:

• Check SMS Settings: Go to Settings → Notification Settings → SMS Settings
• Verify SMS Gateway: Ensure SMS gateway is properly configured
• Check API Credentials: Verify SMS gateway API key and credentials
• Test SMS Gateway: Use "Test SMS" feature to verify connectivity
• Review SMS Balance: Check if you have sufficient SMS credits/balance
• Check Phone Numbers: Verify phone numbers are in correct format (with country code)

2. SMS Gateway Connection Issues

If SMS gateway isn't connecting:

• Verify API Endpoint: Check SMS gateway API URL is correct
• Check API Key: Ensure API key is valid and not expired
• Network Connectivity: Verify internet connection is stable
• Gateway Status: Check if SMS gateway service is operational
• Review Gateway Logs: Check SMS gateway dashboard for errors

3. SMS Delivery Failures

If SMS delivery is failing:

• Invalid Phone Numbers: Verify phone numbers are valid and in correct format
• Country Code: Ensure country code is included (e.g., +91 for India)
• DND (Do Not Disturb): Check if numbers are registered on DND list
• Carrier Issues: Some carriers may block certain types of messages
• Message Length: Ensure message doesn't exceed character limits
• Special Characters: Avoid special characters that may cause issues

4. SMS Credits/Balance Issues

If you're running out of SMS credits:

• Check Balance: Review SMS balance in gateway dashboard
• Recharge Account: Add credits to your SMS gateway account
• Set Alerts: Configure low balance alerts
• Review Usage: Check SMS usage reports to understand consumption
• Optimize Messages: Reduce unnecessary SMS notifications

Email Provider Specific Issues

Gmail

• App Password: Use app-specific password instead of regular password
• 2-Step Verification: Enable 2-step verification to generate app password
• SMTP Settings: Use smtp.gmail.com, port 587 with TLS
• Less Secure Apps: Enable "Allow less secure apps" (not recommended)

Office 365 / Outlook

• SMTP Settings: Use smtp.office365.com, port 587 with STARTTLS
• Modern Authentication: May require OAuth instead of password
• App Password: Use app password if MFA is enabled

Custom SMTP Server

• Server Address: Verify SMTP server hostname or IP
• Port Configuration: Use correct port (587, 465, or 25)
• Authentication: Ensure username and password are correct
• Encryption: Enable SSL/TLS as required by server

SMS Gateway Provider Issues

Twilio

• Account SID: Verify Account SID is correct
• Auth Token: Check Auth Token is valid
• Phone Number: Verify Twilio phone number is active
• Balance: Check account balance in Twilio console

Other SMS Gateways

• API Documentation: Review gateway-specific API documentation
• API Version: Ensure using correct API version
• Request Format: Verify request format matches gateway requirements
• Response Handling: Check how gateway responses are handled

Notification Settings Configuration

Verify these notification settings:

• Email Notifications: Settings → Notification Settings → Email Notifications
• SMS Notifications: Settings → Notification Settings → SMS Notifications
• Notification Triggers: Check which events trigger notifications
• Recipient Lists: Verify recipient email addresses and phone numbers
• Template Selection: Ensure correct templates are selected

Testing Email and SMS

Before relying on notifications, test them:

1. Test Email: Use "Send Test Email" feature in settings
2. Test SMS: Use "Send Test SMS" feature in settings
3. Check Delivery: Verify emails/SMS are received
4. Review Formatting: Check content and formatting are correct
5. Test Different Scenarios: Test various notification triggers

Best Practices

• Monitor Delivery Rates: Regularly check email/SMS delivery success rates
• Maintain Sender Reputation: Follow email best practices to maintain good reputation
• Verify Recipients: Regularly verify recipient email addresses and phone numbers
• Update Templates: Keep email and SMS templates updated and tested
• Monitor Costs: Track SMS costs and optimize usage
• Backup Communication: Have alternative communication methods for critical notifications

Still Having Issues?

If email/SMS delivery problems persist:

1. Check Service Status: Verify email/SMS service providers are operational
2. Review Error Logs: Check EquiBillBook logs for detailed error messages
3. Contact Email Provider: Reach out to your email service provider
4. Contact SMS Gateway: Contact your SMS gateway support
5. Contact EquiBillBook Support: Provide:
   • Email/SMS provider you're using
   • Error messages from logs
   • Configuration details (without sensitive credentials)
   • Steps to reproduce the issue
   • Test results

Most email and SMS delivery issues can be resolved by verifying configuration settings and ensuring proper authentication. If problems continue, contact support for assistance.