Work through these in order. The first check catches most cases.
1. Are you using your own sender?
Pictor sends email and texts for you. You do not have to connect anything — out of the box, email goes out from a Pictor address and texts from a Pictor number.
You only need SendGrid or Twilio if you want messages to come from your own email address or phone number. If you have set one up, that is the first place to look, because a misconfigured sender of your own will stop delivery that would otherwise have worked.
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Go to Integrations.
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Check the Sendgrid card for email, and the SMS (Twilio) card for texts.
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Each card has its own toggle. Filling in the credentials is not enough — the toggle must be on.
Tip - To rule your own sender out entirely, switch the card off and send a test. If it arrives, the problem is in your SendGrid or Twilio setup, not in Pictor.
| Card | Fields |
|---|---|
| SENDGRID | Key · Email · Name |
| SMS (Twilio) | Twilio sender phone number · SID · AuthToken |
Connect your own sender only if you want messages to come from your address or number.
Note - If you are using your own SendGrid sender, verify the address in SendGrid first. SendGrid will not send from an unverified sender.
2. Check the event
Email and SMS live in two places, and they edit the same values:
| Where | What is there |
|---|---|
| Output → Sharing Station | Sharing methods (the Email and SMS switches), and the Email and SMS delivery fields |
| Flow → Share Output | The same delivery fields, plus Default sharing option, Limit country codes and Customize email suggestions |
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Open your event and click Output.
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Expand Sharing Station and check Email and SMS are on under Sharing methods.
NoteEditing the delivery fields in either place changes the same event settings. They are not two independent copies.
Email not arriving
The message will not save
| Message | Fix |
|---|---|
| "From name is required." | Fill in From name |
| "Reply-to email is required." | Fill in Reply to |
| "Subject is required." | Fill in Subject |
| "Email content is required." | Write a message body |
| "Enter a valid email address." | Check From email and Reply to |
It saves but nothing arrives
Ask the guest to check spam. Automated mail lands there routinely — especially on a newly verified sender domain.
Check the address. Pictor suggests gmail.com, yahoo.com, icloud.com and hotmail.com once a guest types @. If you replaced those under Customize email suggestions — on Flow → Share Output → Email delivery — or turned them off with an empty list, guests get no help catching their own typos.
Corporate addresses. Company mail servers reject unknown senders more aggressively than personal ones. Ask the client's IT contact to allow the From email the event sends from.
Large attachments. If Attach output is on, the photo travels with the email and some servers reject it on size. Switch Attach output off and the email carries a link instead.
From name, From email, Reply to, Subject — and the Attach output switch.
Texts not arriving
The message will not save
| Message | Fix |
|---|---|
| "Message content is required." | Write the message |
| "Message must include {{contentURL}}." | Add the placeholder |
The link is broken or has a stray character
Message content must contain {{contentURL}} exactly. Nothing in front of it.
Adding a character — for example #{{contentURL}} — still saves, but your guests receive that character in the message and their phone may not turn the link into something tappable.
Your output is ready, check it out here: {{contentURL}}
Guests cannot enter their number
Go to Flow → Share Output → SMS delivery and check Limit country codes. When it is on, guests only see the countries listed under Allowed countries. A guest from anywhere else cannot enter a number at all.
Either add their country or switch the limit off.
Note - An empty Allowed countries list behaves as unrestricted, even with the switch on.
The number is right but nothing arrives
Check Default SMS country code, on Flow → Share Output → SMS delivery. A guest who enters a local number without a country code gets this one added. If the event is set to one country and the guest is from another, the text goes to a number that does not exist.
Carrier filtering. Some networks block bulk or automated messages. Try a second number on a different network to confirm.
Blocked unknown senders. Some phones block texts from numbers not in contacts. Ask the guest to check their blocked or filtered messages.
The message must contain {{contentURL}}, and the country settings decide who can enter a number.
Before your next event
Run Simulation test from the Launchpad and send yourself both an email and a text. It is the only way to know the whole chain works before guests are standing in front of it.
See also
| For | See |
|---|---|
| All the delivery channels | Output Delivery |
| Why the photo is a link, not an attachment | Why isn't my photo attached to the text message? |
| Connecting accounts | Integration |