Troubleshooting

Start with the app's status indicators and work through the affected connection without sharing credentials or customer data.

Shopify says the session expired

Reopen MerchantWire SMS from Shopify Admin to start a fresh Shopify session. Avoid using an old bookmarked app page.

Twilio credentials are rejected

Confirm the Account SID and that the API key is a Standard Twilio API key whose SID begins with SK. Recreate the key if the secret is no longer available.

The Messaging Service is not ready

Verify the service contains one supported two-way numeric sender for the selected messaging country. Remove unsupported alphanumeric or short-code senders from the MerchantWire service.

The consent control is not visible

Open Customer Text Consent in MerchantWire, follow the theme-editor link, enable the MerchantWire app embed on the published theme, save, then test the real storefront on desktop and mobile.

A message did not send

Check subscription access, sending activation, Twilio connection, setup readiness, current customer/order consent, the message type toggle, and whether a delayed message was canceled because the Shopify state changed.

Twilio says Sent but the handset did not receive it

Sent means Twilio accepted and forwarded the message, but it does not confirm delivery to the customer's phone. Wait for the final status and review any Failed or Undelivered reason shown in MerchantWire.

STOP / START / HELP does not behave as expected

Run the guided reply checks again and review Twilio Advanced Opt-Out and the reply settings for the selected Messaging Service. Do not paste Twilio secrets into support messages.

Still stuck?

Send the store domain, the MerchantWire page/step, approximate time of the issue, and the safe status/error wording shown in the app. Do not send API secrets, customer phone numbers, SMS bodies, or raw system data.

Contact MerchantWire Support