Troubleshooting Support · THEITBULLS Enterprise Platform

Common Issues & Solutions

This guide covers the most common issues encountered when using THEITBULLS APIs and services. Find solutions to your problems quickly and efficiently.

Authentication Issues

401 Unauthorized: Your API key is missing, invalid, or expired. Generate a new API key from your dashboard.
403 Forbidden: Your API key lacks required permissions. Check the key permissions in your dashboard.
Invalid Token: JWT token has expired. Request a new token using your refresh token.

Message Delivery Issues

Message not sent: Check recipient number format (include country code). Ensure your account is active.
Message not delivered: The recipient may have blocked the sender or be unreachable. Check delivery status via webhooks.
Slow delivery: Network congestion or rate limiting. Implement exponential backoff for retries.

Webhook Issues

Webhook not triggered: Verify your webhook URL is correct and publicly accessible. Check SSL certificate validity.
Signature verification fails: Ensure you're using the correct webhook secret and verifying signatures correctly.
Webhook timeout: Your endpoint should respond within 5 seconds. Process events asynchronously.

💡 Pro Tip: Always check our Error Codes Reference for detailed error explanations and recommended solutions.

Frequently Asked Questions

How do I get my API key?

Log in to your THEITBULLS dashboard, go to Settings → API Keys, and click "Generate New Key". Choose the key type (Test or Live) and set the required permissions. Copy the key immediately as it won't be shown again.

What happens when I exceed rate limits?

When you exceed rate limits, you'll receive a 429 status code. The response includes a Retry-After header indicating when you can make the next request. Implement exponential backoff to handle this gracefully.

How do I test my integration?

Use our sandbox environment for testing. Generate test API keys from your dashboard and use them in your development environment. Test all scenarios before switching to live keys.

Why are my webhooks not receiving events?

Check that your webhook URL is correctly configured in the dashboard, is publicly accessible, and supports HTTPS. Verify that the events you want to receive are selected. Check your server logs for incoming webhook requests.

How do I handle message delivery failures?

Monitor webhook events for delivery status updates. Implement retry logic with exponential backoff for failed messages. Check the error code in the response to determine the cause of failure.

What's the difference between Test and Live keys?

Test keys operate in sandbox mode with simulated data and no real message delivery. Live keys operate in production with real data and actual message delivery. Always use Test keys for development and testing.

Still Need Help?

If you're still experiencing issues after troubleshooting, our support team is ready to assist you. Contact us via live chat or email for personalized support.

Live Chat: Available 24/7 for all customers
Email Support: support@theitbulls.com (response within 24 hours)
Phone Support: Available for enterprise customers (priority support)

Troubleshooting