If automated SMS messages have stopped sending from NetSuite using the Sinch SuiteApp, follow this guide to identify where the issue is and how to fix it. Most SMS issues fall into one of three categories:
The workflow did not trigger
The workflow ran but SMS could not be sent due to a data issue
A script error occurred during processing
SMS Troubleshooting Flow
Follow the troubleshooting flow diagram and refer to the details steps below.
Step 1: Confirm the SMS Integration is working
Before troubleshooting workflows, confirm that basic SMS sending works.
Open the Conversations UI in NetSuite.
Send a 1-to-1 test SMS to a valid mobile number.
| Result | Action |
| ❌ Message fails | This indicates an integration or credential issue. Resolve this before continuing. There should be an informative error message explaining the problem. |
| ✅ Message sends | The Sinch integration, credentials, and connectivity are working. Go to Step 2. |
Step 2: Check if SMS Job Records are being created
SMS messages are sent only when a NetSuite workflow creates a Sinch – SMS Workflow Job record.
In the top navigation bar, hover over Customization and then Lists, Records & Fields.
Click on Record Types.
Search for Sinch – SMS Workflow Job and click List.
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Click Customize View (or Edit View) and add:
Record Type
Date Created
SMS Template
Sort by Date Created (Newest → Oldest).
| Result | Action |
| ❌ No recent job records | Go to Step 3: Workflow Not Triggering |
| ✅ Job records exist | Go to Step 4: Job Created but SMS Not Sent |
Step 3: Workflow not triggering (no Job Records)
If no new SMS job records are being created, the workflow responsible for SMS is not running. Check:
The workflow is Released
The workflow Record Type matches the record being updated
Trigger conditions and logic are met
Required fields used in conditions are populated
Step 3A: Temporarily enable workflow logging (Optional)
If you need more visibility while troubleshooting, you can temporarily enable workflow logging. To do this:
On the workflow definition, set Keep Instance and History as Always.
Enable Logging.
Workflow history appears on the source record (e.g. Sales Order, Invoice, Customer)
It does not appear on the Sinch – SMS Workflow Job record
Very fast workflows may still show minimal history
Note: Best practice - enable these settings only while debugging. Once the issue is resolved, turn them off to avoid unnecessary data growth.
Step 4: Job created but SMS not sent
If SMS job records exist, the workflow ran successfully. The next step is to identify why SMS delivery failed.
Step 4A. Check Sinch – User Error Logs (Self-Service)
Most SMS delivery issues are explained in Sinch – User Error Logs. These logs include clear messages describing what went wrong and how to fix it.
In the top navigation bar, hover over Customization and then Lists, Records & Fields.
Click on Record Types.
Search for Sinch – User Error Log and click List.
Sort by Date Created (Newest → Oldest).
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Review recent entries. Common examples:
Missing or invalid phone number
Required field not populated
Template configuration issue
Record data does not meet sending requirements
Follow the instructions in the error log to resolve the issue. In most cases, no further troubleshooting is required.
Step 4B. Check Script Execution Logs
If no relevant User Error Logs exist:
In the top navigation bar, hover over Customization and then Scripting.
Click on Script Executions.
Search for Sinch.
Sort by Start Date (Newest → Oldest).
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Review executions from the time SMS should have been sent. Look for:
Script errors
Permission issues
Data validation failures
You'll likely need to raise a support ticket with us to get the issue resolved. You can also do this from the link on the Sinch - Onboarding page in NetSuite.