1. Guesty Help Center
  2. Communications
  3. Inbox
  4. Troubleshooting and resolving issues

Resolving error messages in the Inbox

If a message is unable to be sent, a red border will appear around the message, along with an error message. If you receive an error message, it could be due to a momentary technical issue. Please wait a moment and try to resend the message.

If the message does not resend, check if it is for an Airbnb reservation and note Airbnb's limitations:

  • Certain information, such as contact details, can only be shared when the reservation is in "Confirmed" status. 
  • If you receive this error message when trying to send a message from Guesty while the reservation is still in "Inquiry" status, check if the message contains a phone number, email address, web links,  company logos, or mentions of company names. If so, remove these details from the message and try to resend it once more. 
  • Messages in all caps, Emojis, and repetitive special characters also need to be removed.
  • Content created for the purpose of advertising is not allowed.

Below are some of the error messages you may encounter when sending messages to guests, along with how to resolve them.

Tip:

See the error messages you may encounter when sending WhatsApp messages.

 

Missing or incorrect guest details

Error message displayed

Explanation/resolution
Error message:
Message was not sent due to missing guest email address.

This message means there isn't a guest email address attached to the reservation.

Follow these steps to resolve this issue:

  1. You can add an email address to the reservation directly within the Inbox.

 

Invalid number

Error message displayed

Explanation/resolution
Error message:
When sending an SMS: Phone number is not valid.

This message means the guest's phone number is invalid.

Follow these steps to resolve this issue:

  1. You can change the guest's number to a valid phone number directly within the Inbox.

 

Either the entire or part of the message wasn't sent

Error message displayed

Explanation/resolution
Error message:
Message wasn't sent.

Follow these steps to resolve this issue:

  1. Check if the listing and/or reservation are connected and listed to the channel.
    If this isn't the case, the message won’t be sent.
  2. Try to resend the message, since this could be a momentary technical issue.
  3. If the message still doesn't send, please contact us for assistance.

 

Maximum characters reached

Error message displayed

Explanation/resolution
Error message:
SMS is too Long. Only part of the message was sent.

SMS messages have a limit on the number of characters that can be sent.

Follow these steps to resolve this issue:

  1. When sending an SMS, check if the message includes non-Latin or Unicode text.
    This can reduce the number of available characters.
  2. When copying and pasting text from another source, Unicode characters can be hidden within the text.
    Try typing the text from scratch, rather than copying and pasting.

 

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