Troubleshooting HelloCivic Text

No assigned phone number

The overview and Settings pages show your assigned number status. If none is ACTIVE, you can't send or receive. Contact your HelloCivic account manager or sales.

Outbound messages stuck or failing

Symptom	Likely cause
"Monthly SMS limit reached"	Quota exhausted — wait for reset or ask platform staff to raise the limit.
"Within quiet hours"	Schedule for later or adjust quiet hours in Settings for emergencies.
Recipient shows FAILED	Invalid number, landline, or carrier rejection — check the error code on the recipient row.
Everything queued, nothing delivers	Status callback URL unreachable — usually a local dev environment without a tunnel.

Inbound messages not appearing in inbox

• Confirm your assigned number is the one residents are texting.
• In production, webhooks must reach HelloCivic's public URL — platform staff configure this.
• Locally, use Installation → Simulator — real Twilio webhooks won't hit localhost without ngrok or similar.

Widget not loading

• Verify the embed snippet is before </body> on a page whose domain is in Allowed domains.
• Confirm an ACTIVE assigned number exists — the widget hides the number section without one.
• Check browser console for blocked scripts (CSP script-src may need to allow HelloCivic's CDN).

Broadcast sent to zero recipients

• Selected topics have no active subscribers.
• All subscribers on those topics are opted out or blocked.
• Topics were deactivated after you composed the draft.

Automations not firing

• Automation is disabled or keyword doesn't match exactly (single word).
• Resident sent STOP/START/HELP — system keywords run first.
• In local dev, the Inngest background worker must be running.

Still stuck?

Submit a support ticket with your workspace name, the phone number involved (last four digits are fine), and the approximate time of the issue. We'll check masked webhook and delivery logs on our side.