Handling Invalid Twilio Credentials for SMS Messaging
When Twilio credentials are missing, invalid, or no longer valid, SMS messaging is disabled to prevent failed sends. Once the credential issue syncs to the back end, the system stops sending SMS messages and restricts SMS-related configuration and creation actions until the credentials are corrected.
Identifying the Credential Error
A failed SMS-related activity appears in Activity Center with a Communication Planner failure status and the following error:
- 4004 Invalid or missing Twilio credentials. Contact support with the error code and Account SID.
This error indicates that the Twilio credentials are blank, invalid, broken, or otherwise unavailable.
Previously sent SMS communications remain available for review:
- Past SMS sends remain visible in Activity Center for Quick Messages and Campaigns.
- Previously created SMS Quick Messages remain visible in the Quick Message list view.
SMS Settings and Quick Messages
When SMS credentials are invalid:
- The SMS Settings tab is hidden in Tracks.
- Communication Planner users and administrators cannot create new SMS Quick Messages.
- Communication Planner users and administrators cannot clone existing SMS Quick Messages.
- Communication Planner users and administrators cannot create new SMS elements.
Tracks and SMS Elements
SMS functionality is restricted within Tracks when Twilio credentials are invalid.
- Existing SMS elements are blanked out when you add elements to a track.
- New SMS elements cannot be created.
- SMS elements in Journeys appear grayed out.
- Existing tracks that contain SMS elements cannot be activated.
- Cloning a track preserves its SMS elements in the newly created track.
- A cloned track that contains SMS elements cannot be activated until you either correct the Twilio credentials or remove all SMS elements.
If you attempt to activate a track that contains SMS elements, the following warning appears:
This track has SMS elements. To activate: fix Twilio credentials or remove SMS elements.
One-to-One Messaging and Inboxes
One-to-one SMS messaging is unavailable while Twilio credentials are invalid.
- The Send button is grayed out in Conversations.
- A warning flag appears at the top of the Conversations page and on the left-rail landing page.
- The same warning flag appears at the top of the Inbox Settings page.
- New one-to-one SMS inboxes cannot be created.
- When editing an active inbox with an associated messaging service, a static warning states that sending and receiving SMS messages are disabled.
The warning reads:
SMS credentials are invalid. SMS messaging has been disabled until the credentials are corrected.
Restoring SMS Messaging
To restore SMS messaging, correct the Twilio credentials associated with the account. If you need assistance, contact support and provide:
- Error code 4004
- The affected Twilio Account SID
- Details about the failed SMS activity, if available
After valid credentials are restored and synchronized, SMS features can be enabled again, including sending messages, creating SMS content, and activating tracks that contain SMS elements.