Overview

Communication gateway setup issues in openSIS may prevent institutions from sending:

• SMS notifications
• WhatsApp messages
• System communication alerts

This article helps administrators identify and resolve common communication configuration problems related to:

• SMS setup
• WhatsApp integration
• Twilio Gateway configuration
• Credential validation
• Sender number verification

Accessing Communication Settings

To review communication configuration:

Settings > School Settings > Default Communication Settings

Administrators can verify settings under:

• SMS tab
• WhatsApp tab

Common Communication Issues

Institutions may experience issues such as:

• SMS not sending
• WhatsApp messages failing
• Authentication errors
• Invalid credentials
• Sender number issues
• Delivery failures

Most communication problems are related to provider-side configuration or invalid gateway credentials.

Verify Account SID and Auth Token

Incorrect credentials are one of the most common causes of communication failures.

Administrators should verify:

• Account SID
• Auth Token

directly from the communication provider dashboard.

Common Issues

• Incorrect copy-paste values
• Expired credentials
• Extra spaces in fields
• Using credentials from the wrong provider account

Verify Sender Numbers

SMS and WhatsApp sender numbers must usually be:

• Registered
• Active
• Verified

through the communication provider.

Unverified sender numbers may prevent message delivery.

Verify WhatsApp Approval Status

For WhatsApp communication, providers such as Twilio may require:

• Business verification
• WhatsApp sender approval
• Active WhatsApp messaging permissions

Incomplete approval processes may block WhatsApp communication.

Check Test Number Configuration

Ensure that:

• The test number is entered correctly
• Country codes are included properly
• The recipient device can receive SMS or WhatsApp messages

Example format:
+12134493018

Verify Provider Account Status

Communication services may fail if:

• The provider account is inactive
• Billing restrictions exist
• Messaging services are disabled
• Trial account limitations apply

Administrators should review provider account status directly through the provider dashboard.

Check Internet Connectivity and Server Access

Communication requests require:

• Stable internet connectivity
• Active server communication access
• Proper outbound API connectivity

Firewall or server restrictions may interrupt communication delivery.

Verify Gateway Selection

Ensure that the correct provider is selected under:

• SMS configuration
• WhatsApp configuration

Using mismatched credentials with the wrong provider may cause authentication failures.

Recommended Troubleshooting Steps

If communication fails:

1. Verify Account SID and Auth Token
2. Confirm sender number verification
3. Review provider account permissions
4. Check WhatsApp approval status
5. Validate test number formatting
6. Re-save communication settings
7. Retry communication testing

When to Contact Support

If communication issues continue after verification:

• Review provider documentation
• Contact provider support
• Reach out to the openSIS support team

The Communication Settings screen also provides:

• Setup guide links
• Support email information
• Additional communication resources

Best Practices

• Use verified sender numbers only.
• Store communication credentials securely.
• Test communication settings before production use.
• Monitor provider account status regularly.
• Update expired or rotated credentials immediately.