Why can't I send texts or picture/videos?

Issue symptoms

You've subscribed to Sideline, and your texts and/or pictures and videos aren't sending. 

Conditions

• You have checked the Sideline Service Status Page for any current texting disruptions which might affect your ability to send SMS or MMS messages.
• You have confirmed your account is not in a limited state (your subscription is active).
• You have established a strong network connection (try connecting to another WiFi or switch to data to test)

Cause and resolution

There are a variety of reasons why your texts or pictures may not go through, some of which include:

• A poor network connection
• The number you're trying to send to is not supported 
• There's a corner case with which our Support team would need to further assist you with.

Please try the following steps below to further troubleshoot this issue:

1. Network connection: If it's ALL contacts, try using a different network connection, or reconnecting to your current network.
2. Contacts: If you're unsure if it's ALL contacts, try sending a picture or video to a different contact to see if the issue is with all contacts or a specific one.
3. Log out: Log out and back into your account, and retest the sending of your text or picture message. 
4. Clean reinstall: This will ultimately reset your connection with our servers. 
   • Android users: Sideline does not support OS versions below 7. Devices on OS 6 or below can still use the app, but will no longer be able to install any new versions of the app from the Google Play Store, which often contain bug fixes or updates to the existing features or functionality.
     • Recommended: Upgrade your device's OS to 7 and above to receive any future updates to Sideline.
   • iOS users: If you are on iOS version 12 or below, we advise against uninstalling Sideline as the app might not be available for reinstall in iTunes due to the end of support for iOS 12 and below. 

In the case that you're still unable to send pictures or videos after testing out all the above-outlined steps, please submit a request to us with the following information:

• Your Sideline number
• The exact date and time of the sent message (including time zone)
• Your contact's phone number(s)
  • Is it happening with all outgoing messages or select Contacts? (please specify)
• Type of message [i.e. SMS(text) or MMS(picture/video)]
• Single message or group message?
• Screenshot of any error messages