Troubleshooting

For merchants

Logs

var/log/kommandhub_sms_<env>.log (rotating, 7 files). Errors are always written; enable Enable debug logging in the configuration to see every skipped and sent message, per sales channel. Phone numbers are never logged in full.

Quick test: Send test message

On any saved template, Send test message sends straight to the provider (bypassing flow and queue) and shows the reason if it fails. Use it first — it separates provider problems from flow and queue problems.

No SMS arrives

Work through the chain in order:

1. Queue — is Shopware's background queue being worked through? Without a worker, SMS wait forever. See Installation → Make sure the queue is processed.

   • Without the command line: Settings → System → Message queue statistics lists the background jobs processed recently. After an SMS was handed over, a row Kommandhub\SmsSW\MessageQueue\Message\SendSmsMessage appears. If it never appears after placing a test order, the SMS never reached the queue — check steps 2–4. If Shopware's own jobs appear but the SMS does not arrive, check steps 5–6.

     

   • With the command line: bin/console messenger:stats shows messages still waiting.

2. Flow — is the flow active, does it contain Send SMS, and was the flow saved after adding it? Open the flow's Flow tab; to see which template the action uses, click ⋯ → Edit action on it. See Send SMS from a flow.
3. Template — active, and filled in for the order's language? Log: Skipping notification: template is inactive / template has no content for this language.
4. Phone number — log: Skipping mobile channel: recipient has no phone number / recipient phone number is not usable. Open the order and look at its billing address: is there a phone number? If not, switch on the phone field under Settings → Log-in & sign-up so future customers are asked for one. Local numbers (starting with 0) also need a Default country dial code. See Phone numbers & dial codes.
5. Provider configured for this sales channel — log: No SMS provider is configured. All required fields of the provider card must be filled for that sales channel.
6. Provider refused — log: Notification rejected by provider with the reason: unapproved sender ID, invalid credentials, no credit. Not retried.
7. Failed after retries — bin/console messenger:failed:show, then messenger:failed:retry <id> once fixed.

Test message errors

Error	Fix
No provider is configured yet	Fill all required fields of one provider card for the selected sales channel.
The provider refused the message	Check sender ID approval, live (not sandbox) credentials, account credit. For Nigerian DND numbers on Termii set Carrier route to DND.
The provider is temporarily unavailable	Retry later; check the provider's status page.
That phone number is not usable	Use international format, e.g. +2348030000000.
The template could not be rendered	Fix the Twig placeholders in the message text.
This template has no message text for the selected language	Switch the content language and fill in the text.

Customers are never asked for a phone number

Shopware's phone field is off by default. Switch on Show phone number (and Phone number field required) under Settings → Log-in & sign-up, per sales channel if needed — see Phone numbers & dial codes. The plugin's dial-code field only appears where Shopware shows a phone field.

A customer cannot submit a form: "Enter the number without the country code"

The customer typed the country code (e.g. +234…) into the number box. They should pick the country in the list and type only the rest of the number. See Phone numbers & dial codes.

Messages arrive twice

Duplicate deliveries of the same message are suppressed for 24 hours using the application cache; clearing the cache between a failed attempt and its retry can let one through. Two flows with Send SMS on the same event send two messages — check your flows.

Customers are billed several segments for a short message

A single non-GSM character (curly quote ’, emoji, some accented letters) switches the message to Unicode: 70 characters per segment instead of 160. The template editor shows the encoding.

Staff cannot open SMS templates

Known issue — see below. Only Administrator users can manage templates in 0.9.0-beta.1.

Delivery reports rejected (403)

Webhook signing secret is empty or differs from what Termii signs with. Only Termii's x-termii-signature header is supported.

Known issues

In version 0.9.0-beta.1:

Issue	Impact	Workaround
The role checkbox registers notifications.manage; screens and API require sms.manage.	Non-administrators cannot be given access to SMS templates.	Manage templates with an Administrator user.
The template Sender ID is stored but not used when sending.	Messages always use the provider's sender from the settings.	Set the sender per sales channel in the settings.
Delivery reports verify only Termii's signature header.	Reports from other providers are rejected.	—
The Send SMS action card in Flow Builder does not show which template it uses.	Hard to review flows at a glance.	Click ⋯ → Edit action on the action.
In the Send test message and Send SMS dialogs, the hint text overlaps the field label.	Cosmetic.	—
The SMS templates list shows the technical name kommandhub_sms_template in its search bar, and has no Internal name column.	Cosmetic; templates are identified by their event.	—
The repository README names the queue message NotificationsMessage; the class is SendSmsMessage.	Documentation only.	—

Still stuck? Contact support with versions and log lines.