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Troubleshooting

Below are solutions for the most common issues. If your problem isn't listed here, contact support.

Messages Not Sendingโ€‹

Symptoms: You click Send but the message shows as "Failed" in history.

Solutions:

  1. Verify gateway credentials โ€” go to Setup โ†’ Settings โ†’ Email (for SMTP) or Setup โ†’ Settings โ†’ SMS (for SMS gateways) and double-check all fields.
  2. Send a test message โ€” use the built-in test buttons in Settings to isolate whether the issue is with the module or the gateway.
  3. Check sender numbers/addresses โ€” ensure they are correct and verified with your provider.

No Recipients Foundโ€‹

Symptoms: The recipient picker is empty or a group shows zero contacts.

Solutions:

  1. Confirm that contacts exist in Perfex CRM with valid email addresses or phone numbers.
  2. If using a recipient group, verify the group has members โ€” go to Recipient Groups and check.
  3. Make sure the contact's phone number field is populated if sending SMS/WhatsApp.

WhatsApp Delivery Failsโ€‹

Symptoms: WhatsApp messages fail with an error in the logs.

Solutions:

  1. Ensure your Twilio WhatsApp sender number is approved and active.
  2. Verify all recipient numbers are in E.164 format (e.g. +1234567890).
  3. Check that the recipient has opted in to receive WhatsApp messages.
  4. Review the error message in the module's History & Logs โ€” Twilio often returns descriptive error codes.

Scheduled Messages Not Firingโ€‹

Symptoms: A scheduled message stays in "Scheduled" status past its send time.

Solutions:

  1. Verify your server's cron job is running. The module relies on Perfex CRM's cron to process scheduled sends.
  2. Check that the Perfex cron URL is called at least every 5 minutes.
  3. Review server time โ€” the scheduled time uses the server's timezone configured in Perfex.

Module Not Appearing in Menuโ€‹

Symptoms: After installation, "Custom Email/SMS" doesn't show in the sidebar.

Solutions:

  1. Confirm the module is activated in Setup โ†’ Modules.
  2. Clear your browser cache and hard-refresh the page.
  3. Check that your staff role has permission to access the module.

Supportโ€‹

If you need further assistance:

Please include the following when contacting support:

  1. Perfex CRM version
  2. Module version (found in Setup โ†’ Modules)
  3. PHP version
  4. A description of the issue and any error messages