# Troubleshooting (/docs/troubleshooting)

## Start with the Response [#start-with-the-response]

Capture the HTTP status, error body, request time, and relevant message or execution identifier. Redact API keys, webhook secrets, and customer data from shared logs.

| Symptom | Check |
| --- | --- |
| `400` | Required fields, country code, JSON types, batch size, and duplicate contacts in a bulk request |
| `401` | The `x-api-key` header and the key value |
| `403` | Brand scope and permission to access the resource |
| `404` | Resource ID, selected brand, or workflow family/definition |
| `422` | Consent transition or workflow validation errors described in the response |
| `429` | Slow the request rate; honor `Retry-After` if supplied |
| Timeout or `5xx` | The operation may have been accepted; reconcile before retrying sends or workflows |

## Message Accepted but Not Received [#message-accepted-but-not-received]

Acceptance and delivery are separate. Check status webhooks, the selected recipient number, brand sender readiness, recipient capability, and suppression. Where a failure event contains `failureDetails`, preserve it with the message record.

## Contact Does Not Receive a Campaign [#contact-does-not-receive-a-campaign]

Confirm that the contact is active, has `marketingConsent: OPTED_IN`, and belongs to the campaign's selected audience. Importing or creating a contact alone does not grant consent. An archived or opted-out contact is not made eligible by adding tags.

## Webhook Does Not Reach the Expected URL [#webhook-does-not-reach-the-expected-url]

Check the brand's URL, payload version, and authentication headers. Also inspect test-phone overrides. Confirm your receiver is publicly reachable over HTTPS and accepts the configured authentication. Review response status and logs on both sides.

## Batch Rejected [#batch-rejected]

Contact bulk upserts allow 100 records; workflow batches allow 25 executions. These are separate limits. Split inputs accordingly and inspect per-item contact results.

## Get Help [#get-help]

Contact your Smobi representative with the endpoint, time, sanitized error, and message or execution ID. Never send your API key or webhook secret.