How to Use Twilio Messaging Logs to Troubleshoot SMS(non-isv)
Twilio offers several tools for investigating the interaction between Twilio and your application. If a message fails to go through, is delayed, or otherwise behaves unexpectedly, these tools should be your first stops for debugging.
4 min read878 words11 explained imagesUpdated Fri, 11 Sep at 6:38 AM
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SMS Troubleshooting
How to Use Twilio Messaging Logs to Troubleshoot SMS(non-isv)
Finding and reading the Messaging Logs in Twilio to diagnose failed, delayed, or unexpected SMS behavior.
Overview
Twilio provides tools to investigate messaging activity between Twilio and your application. If a message fails to go through, is delayed, or behaves unexpectedly, reviewing the Messaging Logs in Twilio should be your first step. These logs help you confirm delivery status, identify errors, and gather details for further troubleshooting.
Table of Contents
Video Walkthrough
1How to Navigate to the Messaging Logs and Use Them
Step-by-Step Guide
Step 2
Access Subaccounts
Click Account (in the middle of the screen) → Subaccounts.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
If there are too many subaccounts, go back to the platform and copy the Account SID for the location.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
In Twilio, search for that Subaccount SID and open it.
Search based on the Twilio Subaccount SID in agency level settings → Twilio. Paste the Account SID here and click on it:
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
Step 3
Navigate to Messaging Logs
In the left panel: Monitor > Logs > Messaging.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
Step 4
Search for Messages
Search using the contact's phone number.- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
Enter the phone number in the format accepted by the Twilio Console.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
Step 5
Review Log Entries
Each log line shows:
- Message SID (unique identifier).
- TO and FROM numbers.
- Status (accepted, delivered, failed, etc.).
- Segments (number of parts if the SMS was split).
- Media (if MMS was attached).
Logs highlight issues:
- Yellow or red rows indicate failed or problematic messages.
- Green (200 status) indicates success. Green or successful request statuses indicate that the related Twilio request was processed successfully. For message delivery, always review the message's actual Status and any associated error code.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
Tip
If Twilio shows the message as Delivered but the recipient did not receive it, copy the Message SID, recipient number, timestamp, and message status. Use these details when contacting Twilio Support so they can investigate the carrier-side delivery.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
Step 6
View Message Details
Click the hyperlinked date to see full details, including:
- Delivery Steps: request creation, queue time, carrier handoff.
- Request Inspector: requests/responses between Twilio and your app.
- Errors: color-coded statuses (e.g.,
404if a webhook endpoint is missing).
Hovering over records will preview message content.
In the detailed view of the message log, you can find the Message SID (Twilio's unique identifier for this message), as well as the time the resource was created, TO and FROM numbers, Delivery Steps, and the Request Inspector.
The Delivery Steps section of this log will show you when the request was created, how long it was queued on Twilio's platform, and when it was sent out to our carrier partner for delivery. These factors can help you determine where an undelivered message failed, or investigate latency issues.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
The request inspector shows all requests and responses made when sending or receiving this message. You can easily see errors on requests by the color-coded status on the right of a request.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
In the above response, we can see that we received a 404 response because Twilio was unable to find the tunnel for the webhook we set up for messages.
2Check MMS Capability of a Twilio Number
Step 1
Go to Explore Products → scroll down → Phone Numbers.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
Step 2
Check if the number has MMS capabilities, or if the number can send/receive SMS to domestic numbers only.
Buttons and menus referenced
Messaging LogsStep-by-Step GuideAccountSubaccountsAccount SIDSubaccount SIDMonitor > Logs > Messagingcontact's phone numberFromToMessage SIDTO and FROM numbers
All 2 steps in this procedure
- Use the From field for incoming SMS sent by the contact.
- Use the To field for outgoing SMS sent to the contact.
3Frequently Asked Questions
Q: Where do I find the Account SID for a specific location?
If your agency has multiple Twilio subaccounts, copy the Twilio Account SID for the location from Agency View → Settings → Phone Integration → Sub-Account Settings. Then search for that SID in Twilio to open the correct subaccount.Use the contact's phone number (without formatting)
Q: Should I search by the TO field or the FROM field?
Use the FROM field to find incoming SMS the contact sent to Twilio. Use the TO field to find outgoing SMS that Twilio sent to the contact.
Q: What do the colored rows in the Messaging Logs mean?
Yellow or red rows flag failed or problematic messages. A green row with a 200 status means the message was processed successfully.
Q: The log shows "delivered" but the contact never got the message — what now?
Copy the Message SID from that log entry and open a support ticket with Twilio Support so they can trace the delivery on the carrier side.
Q: What does a 404 in the Request Inspector usually mean?
A 404 typically means Twilio couldn't reach the webhook endpoint configured for that number — the URL may be missing, incorrect, or the receiving server/tunnel is down.
Q: How do I know if a Twilio number supports MMS or only domestic SMS?
Go to Explore Products → Phone Numbers, open the number, and check its capabilities. This shows whether MMS is supported and whether the number can send/receive SMS internationally or domestically only.
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