Device shows offline
Confirm the phone has power, internet access, cellular service, and the gateway app is running. Check Android battery/background restrictions, then reopen the app and verify the device returns online.
Troubleshooting for GHL agencies
Agency SMS Gateway Knowledge Base
Troubleshoot common Agency SMS Gateway issues including offline Android devices, GHL routing, dual SIM, workflows, opt-outs, links, AI, and carrier delivery.
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Messages are queued but not sending
Check that the device is online, the selected SIM has service, the carrier account is active, and the line has not been rate-limited or restricted. Send one normal person-to-person test SMS from the phone to isolate carrier service from the ASG connection.
Inbound replies are not appearing in GHL
Verify the inbound message reached the Android phone first. Then confirm the GHL integration is connected, the correct location/device mapping is active, and inbound forwarding/webhook events are not failing.
A workflow runs but no SMS leaves the phone
Confirm the workflow action points to the ASG/GHL messaging path, the location is authorized, the contact has a usable mobile number, the device is online, and the contact is not opted out.
The wrong SIM is sending
On dual-SIM hardware, verify the active/default SIM selection in the ASG device settings and confirm the supported route for that GHL location. Test each SIM separately before production.
Android keeps stopping the gateway app
Disable battery optimization for the gateway app, allow background activity, keep the phone charged, and avoid vendor-specific “deep sleep” settings that suspend background services.
STOP or START behavior is not what I expect
Confirm opt-out handling is enabled for the device. Test common opt-out words such as STOP, END, CANCEL, QUIT, and UNSUBSCRIBE, then test the supported START/resubscribe flow. Never continue messaging someone who has opted out unless a lawful resubscription has occurred.
Sending paused because opt-outs increased
The platform includes opt-out-rate protection. High opt-out rates are a warning that targeting, consent, frequency, or copy needs attention. Stop the campaign, review the source list and message, remove questionable recipients, and resume only when you understand the cause.
Links are not being tracked
Confirm automatic link shortening/tracking is enabled for the relevant sending path. Test with a normal HTTPS link and verify the short link is created before using it in a large campaign.
AI auto-reply is not answering correctly
Confirm the OpenAI/API credential is valid, the knowledge base is available, and your instructions are specific. Test with a small set of known questions before enabling AI replies broadly.
Knowledge-base answers are missing details
Use clean, current source documents with clear headings. Remove contradictory versions, add the facts the AI actually needs, then retest the same question.
Carrier delivery suddenly drops
Reduce volume, check the carrier account and acceptable-use policy, review recent complaint/opt-out behavior, and test normal manual SMS from the handset. Carrier filtering can occur even when the platform itself is functioning.
Still stuck? Include your device name, GHL location, carrier, whether inbound/outbound SMS works manually on the phone, and what test failed when you contact support.