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When inviting a customer to a Streem call, there are four potential errors you could encounter.
This guide will help you understand where the error occurred and what you can do to fix it. 

  1. Invitation was sent to a landline
  2. Invitation was blocked by privacy tools
  3. Connection timed out
  4. Unknown, additional troubleshooting required.

1. Invitation was sent to a landline

sms_landline.png

If you see this message: 
This phone number belongs to a landline. Try again with a mobile phone number.

 

That means
Phone number used is a land-line, not a mobile phone number. This number will not work for a Streem call. 

What to do:
Please ask your customer for a mobile (smartphone) number OR email an invitation link.

 

2. Invitation was blocked by privacy tools

sms_undelivered.png

If you see this message: 
Unable to deliver SMS invitation (spam filtering or restricted number). Click Invite to retry, or try a Link & Code invitation.

That means
Your customer has a restricted number or a spam filtering system that is blocking your invitation.

 

What to do:
If your customer can easily adjust the filter that blocked the invitation, then you can click Invite to resend OR send an invitation link to their email address.

 

3. Connection timed out

sms_timeout.png

If you see this message: 
Oops the connection timed out. If your customer did not receive the invitation, click Invite to retry. 

 

That means
The invitation system waited 20 seconds but could not confirm that the invitation was successfully sent to your customer. 

 

What to do:
Please check if your customer received the invitation. If not, click Invite to resend.


4. Unknown error, additional troubleshooting required

sms_unknown_error.png

If you see this message: 
Something went wrong. Please try again. 

 

That means
The invitation was not delivered and the system cannot determine where the error occurred. 

 

What to do:
Try to resend the invitation by clicking Invite. If you get another unknown error, further troubleshooting will be required.



Please see our troubleshooting guide to help you understand what devices, settings, and systems are required for a successful stream call.

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