# If something is not working · SMS Marketing — Auspex > Find what you see on the screen in the tables. If that does not help, write to the support chat or call +38 044 300 24 01: describe what you did and attach a screenshot. Source: https://auspex.company/en/docs/sms-marketing/troubleshooting/ # If something is not working Find what you see on the screen in the tables. If that does not help, write to the [support chat](https://t.me/auspex_support_bot) or call **+38 044 300 24 01**: describe what you did and attach a screenshot. ## Key and balance [](#key-and-balance) What you see Cause What to do “Add an AlphaSMS key” in the top bar the key is not connected yet follow the [Quick start](../quick-start/) “AlphaSMS rejected this key. Nothing was saved” the key was not copied in full or it is inactive copy the key again; in your AlphaSMS account, check that it is marked **Active** (Активний) “This key is restricted to an IP list” an IP whitelist is set for the key in your AlphaSMS account (Settings (Налаштування) → API), clear the **IP whitelist** (Білий список IP-адрес) field “Key not working” (red dot) the saved key was disabled or deleted in your AlphaSMS account create a new key and save it on the “Provider” tab “Balance unavailable” AlphaSMS is temporarily not responding wait a few minutes and click **Refresh balance** Yellow dot, “Top up your AlphaSMS balance” there is less than 100 UAH in the account top up the balance in your AlphaSMS account “Only the portal owner or an administrator can change the AlphaSMS key” you do not have these rights ask the portal owner or an administrator ## Sending from the card [](#sending-from-the-card) What you see What to do “No recipient phone” add a number in the card; for a deal, in the linked contact “Pick a sender (alpha-name)” choose a name from the list; if the list is empty, see the alpha names section below “This number is on the stop list — the message was not sent” the number is blocked; you can remove it in Settings → Stop list “AlphaSMS has not verified this sender” choose another name or refresh the list on the “Alpha names” tab “This alpha-name is not allowed on the selected channel” choose another name or change the channel of the name on the “Alpha names” tab “AlphaSMS is not responding right now” try again in a minute The “Request error” status AlphaSMS rejected the message; open it in the history to see the reason. For Viber, most often the sender name is not connected to Viber The status stays “Accepted” for a long time the customer’s phone is switched off or out of coverage; the status changes when the operator responds The app tab is missing from the card refresh the page; check that the app is installed in the app store (Крамниця застосунків) ## Alpha names [](#alpha-names) What you see What to do “No alpha-names yet” add a sender name in your AlphaSMS account, wait for approval and click **Refresh from AlphaSMS** The “Not verified” status operators are still approving the name; this is done on the AlphaSMS side “Channel not confirmed by you” in the “Channel” column, specify where the name is allowed: SMS, Viber or both ## Campaigns [](#campaigns) What you see What to do No saved filters open the list of the records you need in Uspacy in this browser tab and come back “This filter has conditions we cannot transfer yet” choose another filter or remove the named condition in the CRM filter “No recipients match these criteria” the selected records have no phone numbers, or all the numbers are on the stop list “AlphaSMS serves none of the numbers in this list” choose another filter: nothing can be delivered to these numbers “Not enough balance” at the estimate step top up your AlphaSMS balance: you need the cost of the campaign, the reserve of running campaigns and a 5% margin “No verified sender for this channel” see the alpha names section above The “Paused” status with a reason see [why the app paused a campaign](../campaigns/#why-the-app-paused-a-campaign) “Preparing” takes a long time this is normal for a large audience: about 10–15 minutes per 20,000 records “In flight” does not go down delivery reports arrive gradually; for phones that are switched off, it takes up to several days ## Automatic messages [](#automatic-messages) What you see What to do A message did not arrive right after installation or after the first rule was created Uspacy starts passing events with a delay of up to 5–10 minutes; change the stage again later A message did not arrive, the rule is enabled check: the record has a phone number; the number is not on the stop list; this is a real stage change, not an edit; the “Cooldown” since the previous message to this record has passed A message arrived late the event happened during quiet hours, and the message was sent after they ended “A rule already exists for this stage” one rule per stage; change the existing one “This template is made for another record type” choose a template of the same type as the rule, or one with the “Any” type “Could not update the subscription (webhook) on the Uspacy side” the change was not saved; try again in a minute “Could not load funnels from Uspacy” refresh the page; meanwhile, existing rules can be enabled, disabled and deleted ## AI editor [](#ai-editor) What you see What to do “The AI editor is switched off in the settings” turn on **Allow the AI assistant** in Settings → General “Wait a few seconds and try again” there is a short pause between AI requests; try again in 2–3 seconds “Too many AI requests” try again in a minute “The daily AI editor limit is used up” try again tomorrow “The AI changed the variables in the text — the suggestion was discarded” the text is unchanged; try another style “The AI changed the language of the message — the suggestion was discarded” the text is unchanged; try again or use another style “The text is too long for the AI editor” shorten the text to 2000 characters [Previous Questions and answers](/en/docs/sms-marketing/faq/)