If you can’t send or receive SMS on CallHippo, it’s usually due to number limitations, country-specific regulations, or credit-related restrictions. Below are the most common issues, why they happen, and how to resolve each one.
Credit and plan-related issues
Unable to send or receive SMS due to low credits
You may see: “You might miss incoming SMS due to low credits, recharge now to get SMS.” This means your free SMS quota is exhausted. Add credits to your account to continue sending and receiving SMS.
No free SMS or insufficient credits
The message “You don’t have free SMS or sufficient credits to read and send SMS, please add credits” also points to an empty balance. Recharge your account to resume SMS usage.
Checking SMS limits or an unlimited plan
CallHippo is primarily a voice-focused platform, so there is no SMS-specific unlimited plan. You can track SMS usage from the dashboard or contact support for details.
Registration and number-related issues
A2P registration required for US and Canada numbers
The error “Sending SMS from this number requires the A2P add-on” appears because SMS sent to the US and Canada must comply with A2P messaging regulations. Purchase the A2P add-on and complete verification from Number Settings. Verification typically takes 2–3 weeks.
Team member unable to send SMS from a new number
If a newly created and assigned number can’t send SMS and shows the A2P add-on error, contact CallHippo support to verify the number setup and resolve it.
Enabling text messaging on a number
No manual toggle is required. If the number supports SMS and is active, you can send and receive messages directly from the dialer.
Number does not support SMS
The message “Sending SMS is not available on this number” means the number is voice-only or not SMS-enabled. Use a different number that supports SMS.
Delivery and country restrictions
Not receiving OTPs from apps or banks
CallHippo provides virtual numbers, which some third-party services (such as WhatsApp, Telegram, or banking apps) do not support for OTP verification. OTP delivery is not guaranteed, as these services may block virtual numbers.
SMS restricted for certain countries (for example, Russia)
The error “SMS/MMS services are restricted to Russia” occurs because some destinations are blocked due to high fraud risk or high operational costs. If your business requires SMS access to these countries, contact support.
UK-specific SMS restrictions
You may see: “Sending SMS/MMS to United Kingdom numbers from other countries’ numbers is restricted under United Kingdom country guidelines.” UK regulations restrict receiving SMS from non-UK numbers, so UK numbers can send SMS only to other UK numbers. International SMS can still be sent from a UK number.
International SMS not enabled
The message “Please enable International SMS services from Settings” means International SMS is disabled by default to prevent misuse and control billing. Admin users can enable it from the Settings section in the dashboard.
Generic error while sending SMS
If you see “Something went wrong,” try these steps:
- Perform a hard refresh (Ctrl + Shift + R).
- Log out and log back in.
- Clear your browser cache and cookies.
- Try an incognito or private window.
Need further assistance?
If you’re still facing SMS-related issues, contact our support team and share the following so we can resolve it quickly:
- The phone number you’re using.
- The date and time of the issue.
- The exact error message.
- A screenshot, if available.
Still need help? Reach us at [email protected].