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Inbound SMS messages aren’t appearing in Heyy. Check these in order:
  1. Twilio purchase incomplete. Confirm the number shows as fully active (not pending) in your Twilio console — a number still mid-purchase or mid-porting will not route messages correctly.
  2. Number entered doesn’t match Twilio exactly. Re-check the Twilio phone number field in Getting started against your Twilio console, including the country code format.
  3. Twilio credentials are wrong or expired. Re-enter your credentials if they were rotated in Twilio after the channel was first connected.
  4. Number is shared with another system. If the same Twilio number is also wired into another tool, whichever system last configured Twilio’s webhook may have overwritten the other’s — see the warning in Getting started. Use a dedicated number for Heyy.

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Outbound messages aren’t sending

  • Confirm your Twilio account has sufficient balance — Twilio bills usage separately from your Heyy plan, and a depleted balance silently blocks sends on Twilio’s side.
  • Check whether your number or account requires 10DLC (US) or equivalent local registration — carriers can filter or block unregistered traffic even when Heyy reports the send as successful. See Getting started → Compliance.

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Messages attach to the wrong contact

Since SMS contacts are indexed purely by phone number, a contact who previously texted from a different number will not automatically merge with their new one — Heyy has no way to infer they’re the same person from the SMS channel alone. Merge the records manually in Contacts if needed. For character limits and message-splitting behavior, see Message errors.