## 

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.

1. Go to **Integrations**.

2. Check the **Sendgrid** card for email, and the **SMS (Twilio)** card for texts.

3. 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.](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSDNQd1FZPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--851e7837590d74a416d64de595dbedaa47b52762/35-integrations.png?cw_image_width=auto)

*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 |

1. Open your event and click **Output**.

2. Expand **Sharing Station** and check **Email** and **SMS** are on under **Sharing methods**.

**Note**Editing 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**](http://gmail.com), [**yahoo.com**](http://yahoo.com), [**icloud.com**](http://icloud.com) and [**hotmail.com**](http://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.](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSDdQd1FZPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--1c1a3c827a80ba6ceae4dadddfef09eb6385a14e/40-sharing-email-settings.png?cw_image_width=auto)

*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.](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSHpQd1FZPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--03a24ead32ce24eddae859d61bd5c41408dddaa8/41-sharing-sms-settings.png?cw_image_width=auto)

*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**                                      |