Troubleshooting
Email and SMS sending troubleshooting
A guest didn't receive their photo, the queue won't empty, the sending option disappeared from the booth: the checks, in order.
Feature rolling out. Depending on your version of BoothX, the location of send tracking may differ.
Email and SMS sharing goes through a queue on the booth, then through our servers, then through the guest's carrier or email provider. A message that doesn't arrive therefore has three possible places to look. For normal operation, see Send photos by email or SMS.
1. Check the send status
Open the event's send tracking and find the guest's send (by time or address).
| Status | Where is the problem? | Next |
|---|---|---|
| Pending | The booth hasn't been able to send yet. | Step 2: the connection. |
| Failed | Our servers rejected the send. | Step 3: the reason. |
| Sent | The message left our servers. | Step 4: on the guest's side. |
| Not found | The request wasn't recorded. | Step 5: the flow. |
2. The send stays “Pending”
- Is the booth connected to the internet? See Network and connection problems.
- Is the booth signed in to a BoothX account? Sends go out with the signed-in account.
- Click retry now after restoring the connection.
- Automatic retries get further apart over time: after a long outage, a manual retry speeds things up.
3. The send is “Failed”
The reason is shown next to the send:
| Reason | Solution |
|---|---|
| Invalid email address | Typo (gmial.com, extra space). If you know the correct address, fix it and resend. |
| Invalid number | Incomplete number or missing country code. Correct it in international format. |
| Out of credits | Top up on our website, then resend the failed sends. See Free quotas and credits. |
| Service unavailable for the account | Check your account status in the usage panel; contact us if needed. |
| Too many attempts | The queue tried for a long time without success: check the connection, then resend. |
A resent message is never counted twice.
4. The send is “Sent” but the guest received nothing
- Ask the guest to check their junk mail (spam) and the “Promotions” or “Updates” tabs.
- Some corporate email systems filter emails containing links: suggest a personal address.
- Delivery can take anywhere from a few seconds to a few minutes.
SMS
- The guest's phone must have signal.
- Some carriers or phones filter SMS from unknown senders: check the filtered messages folder.
- Delivery to foreign numbers can be slower.
The link won't open
- The link leads to the online photo: if the event gallery has been deleted or has expired, the link no longer works.
- If the photo hasn't been uploaded yet (booth offline), the link will work after syncing.
5. The send can't be found
- Did the guest confirm their entry and check the consent box? Without consent, nothing is recorded.
- Was the option offered? It disappears when the service has no credits left, or if it is turned off for the event.
- Was it the right event? Sends are grouped by event.
The email or SMS option disappeared from the booth
| Cause | Solution |
|---|---|
| Sharing turned off in the event settings | Turn it back on. |
| No quota or credits left for this service | Top up; the option comes back. |
| Booth not linked to an account | Sign in on the booth. See Sign in and link the booth. |
| BoothX version without this feature | Update BoothX. |
The QR code is always displayed: offer it to guests in the meantime.
Prevention is better than cure
- Do a test send to your own address and your own phone before each event.
- Check your balance the day before.
- Show a line on the sharing screen: “Remember to check your junk mail.”
- After the event, check that the queue is empty before packing up the booth.
Still having a problem?
Send a report to support with the time of the send and the status and reason shown (without the guest's contact details). See Logs and reports to support.