If you're not seeing incoming SMS messages in HighLevel—or they’re showing up as calls instead—this guide walks you through how to troubleshoot and resolve the issue based on whether you're using Twilio or LC Phone.

TABLE OF CONTENTS

• How to fix this (At a Glance)
  • ✅ For LC Phone Users
  • ✅ For Twilio Users (Non-LC Phone)
• Step-by-Step Fix (for Twilio Users)
  • Step 1: Log in to Twilio.
  • Step 2: Find the Correct Twilio Number
  • Step 3: Confirm Webhook Configuration
• Check SMS Capability
• Review Message Logs

How to fix this (At a Glance)

✅ For LC Phone Users

• Contact HighLevel Support for resolution.

✅ For Twilio Users (Non-LC Phone)

• Check Twilio Number Configuration
  • Number is SMS/MMS-capable
  • Webhook URL is correctly set for messaging?
• Check If Messaging Services Are Enabled ?
• Review Message Logs
• If issue still persist contact Twilio support.

Step-by-Step Fix (for Twilio Users)

Step 1: Log in to Twilio.

• Go to twilio.com/login and Sign in.
• In the top-left drop-down, Click Account Name > View Subaccounts. (Refer screen-shot below)
  

If you have multiple Subaccounts and can't find the right one, go to your HighLevel Agency View > Settings > Phone Integration > Sub-Account Settings
Search for Account you are troubleshooting and copy the Account SID as shown in Screenshot 2.0 below.

Screenshot 2.0

Step 2: Find the Correct Twilio Number

• In Subaccounts, paste the Account SID into the search bar to find the matching subaccount. (refer screenshot 3.0)
• Click on Sub Account you were looking for.

• Go to Phone Numbers > Manage > Active Numbers (screenshot 3.1)

• Click the phone number in question.

Screenshot 3.0

Screenshot 3.1

Step 3: Confirm Webhook Configuration

• Scroll down and check the Messaging webhook settings.
• If it’s missing or incorrect, update it according (Screenshot 3.2 and 3.3)
• Click Save.

Screenshot 3.2

Screenshot 3.3

Now test to see if inbound messages are appearing correctly.

Check SMS Capability

Look for this (icon: †) next to the number—it means the number can send/receive SMS only within the country. (screenshot 3.4)

Screenshot 3.4

Review Message Logs

• In the left sidebar, Click Monitor > Logs > Messaging.
• Enter the lead’s phone number in the To field (numbers only—no spaces, dashes, or parentheses). (screenshot 4.0)
• Review the message status.
• Click the Date to view message details.

Screenshot 4.0

If the message status is “Delivered” but nothing shows in HighLevel, copy the Message SID and open a ticket with Twilio Support.