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Fixing Message Delivery Issues

Jan 26, 2026•Common Issues
Law FirmsTroubleshootingMessagingTroubleshooting

Troubleshoot common problems when messages aren't reaching clients through Quilia.

If clients report not receiving messages, follow these steps to diagnose and resolve the issue.

Check Message Status

  1. Go to Messages > Sent
Messages list in Quilia Portal
  1. Find the specific message
  2. Check the delivery status icon

Status meanings:

  • ✓ Sent: Left our servers
  • ✓✓ Delivered: Reached client's device
  • Blue ✓✓ Read: Client opened the message
  • ⚠ Failed: Delivery unsuccessful

Common Causes

Client-Side Issues

  • App not installed or updated
  • Notifications disabled on device
  • Phone number changed
  • Email bouncing

System Issues

  • CMS sync delay
  • Contact information mismatch
  • API connection interrupted

Resolution Steps

Create and send messages to your clients

For App Messages

  1. Verify client has latest app version
  2. Check notification settings in client profile
  3. Confirm phone number is correct
  4. Try resending the message

For Email

  1. Check email bounce reports
  2. Verify email address is correct
  3. Check spam folder with client

When to Contact Support

Reach out if:

  • Multiple clients affected simultaneously
  • Messages stuck in "Sending" status
  • Integration sync appears broken
Still need help?

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