Follow this guide to provide the necessary information to troubleshoot issues
with RCS for Business.

## Message delivery and format issues

These are issues with the actual transmission and reception of messages,
including message formatting issues.

### Unable to send RCS for Business messages

Share as many of the following details as possible to enable faster
troubleshooting:

- Sample message IDs with timestamps
- Partner ID (see [screenshot](https://developers.google.com/static/business-communications/rcs-business-messaging/images/how-to-find-partner-id.png "RCS for Business Developer Console: How to find a Partner ID"))
- Number of agents impacted
- Agent IDs (comma separated)
- Estimated number of messages impacted or potentially impacted
- API methods that you're having issues with (for example: upload files, create agent to user message, create agent to user event, delete agent to user message, get capabilities, batch get)
- Sample JSON payload of failed requests
- For client issues: Client bug report
- Error logs (errors seen in the terminal when calling the RBM APIs),
  including the error code and error message. For example:

      "error": {
      "code": 403,
      "message": "There was an error looking up the RBM agent (ID: my-test-agent@rbm.goog) that corresponds to the Google Cloud Platform (GCP) project you're authenticating with.",
      "status": "PERMISSION_DENIED",
      }

  ### Not receiving events or messages at webhook

For smooth message delivery, verify that all your partner account's agent
webhooks are working correctly and can process messages from Google. All agents
in a partner account share a single channel for incoming messages and events, so
a malfunctioning webhook can disrupt deliveries for all agents.

If the issue persists, share the following details to enable faster
troubleshooting:

- When did the issue start? Were you receiving messages and events successfully before then?
- Partner ID
- Agent IDs
- Webhook URL
- Message IDs with timestamps

### RCS for Business messages sent as JSON or converted to SMS

Share as many of the following details as possible to enable faster
troubleshooting:

- Message IDs with timestamps
- JSON payload
- Device steps to reproduce if known
- [Bug report](https://developers.google.com/business-communications/rcs-business-messaging/support/overview/capture-bug-report) from the device receiving the messages
- Details about the device and messaging app version used
- Screenshot or video recording of the issue

### Unable to receive messages on an RCS-enabled device

Share as many of the following details as possible to enable faster
troubleshooting:

- [Bug report](https://developers.google.com/business-communications/rcs-business-messaging/support/overview/capture-bug-report) from the device failing to receive the RCS for Business messages
- Phone number
- Details about the device and OS
- Messaging app version used
- Steps to reproduce if known
- Screenshot showing RCS status
- Screenshot or video recording of the issue
- Carrier name and country

## Client and device setup/connectivity issues

These issues include client-side setup, connection, and platform-specific
problems.

### Failure to generate P2A URL or QR code

Share as many of the following details as possible to enable faster
troubleshooting:

- Agent ID
- Details of the JavaScript error seen on the [RCS for Business Developer Console](https://business-communications.cloud.google.com/console/partner-console)

### Unable to open an RCS for Business deep link

Share as many of the following details as possible to enable faster
troubleshooting:

- Agent ID
- Phone number
- Steps to reproduce if known
- [Bug report](https://developers.google.com/business-communications/rcs-business-messaging/support/overview/capture-bug-report) from the device where the link was opened
- Screenshot or video recording of the issue

### Issues with capability checks

Share the following details to enable faster troubleshooting:

- List of phone numbers with country codes enclosed in a CSV file
- Agent IDs
- Error logs
- RCS status of the device
- Date and time of the performed test

### Test device doesn't receive tester invitation or messages

Follow the steps from
[Set up a test device](https://developers.google.com/business-communications/rcs-business-messaging/guides/build/test).

If the issue persists, share the following details to enable faster
troubleshooting:

- Agent ID
- Phone number
- Message ID with timestamp
- [Bug report](https://developers.google.com/business-communications/rcs-business-messaging/support/overview/capture-bug-report) within 5 mins of sending the test invite

### RCS/RBM issues on iOS devices

While Apple has adopted the Rich Communication Services (RCS) standard for
messaging, they've chosen to develop their own unique implementation. This
includes features like RCS for Business.

If you encounter any issues with RCS for Business on your iOS device, we
encourage you to report them directly to Apple through the Feedback Assistant
app. This will help Apple identify and address any problems specific to their
implementation.

> [!TIP]
> **Tip:** For how to use the Feedback Assistant app, see <https://developer.apple.com/bug-reporting/#feedback-assistant>.

1. Open the Feedback Assistant app on an iOS device.
2. Select an appropriate starting topic, related to issues with a messaging app.
3. Write and submit your feedback.
4. To keep the RBM Support team in the loop, please also [share your findings with us](https://developers.google.com/business-communications/rcs-business-messaging/support/overview/contact). We appreciate your help in improving the RCS experience for everyone.

### RCS/RBM carrier availability on iOS devices

Apple has their own choice of carriers for RCS/RBM launches on iOS. To inquire
about global availability or Apple's future plans, contact Apple directly. You
can also contact your carrier of interest to ask about their RCS/RBM launch
status on iOS.

To find information about wireless carrier support and feature for iPhone by
country, visit [Apple support page](https://support.apple.com/en-us/109526).

## Performance and display issues

These are issues with the performance and display of RCS for Business.

### Latency in performing RCS for Business actions

Remember to check the following first:

| Question | Recommendation |
|---|---|
| Is the latency `<5s`? | If so, this falls within the acceptable range. |
| Has there been any regression in the latency? | If so, when did it start? What was the typical latency before compared to now? |
| Are you using the file upload API? | Try using file IDs instead of sending direct URLs. Processing new media URLs involves downloading, processing, thumbnails, abuse protection and virus protection -- with the latter taking roughly 50% of time. |
| Have you uploaded the message media upfront? | To speed up the processing, we recommend doing so with the following API call: `https://developers.google.com/business-communications/rcs-business-messaging/reference/rest/v1/files/create` |
| Have you run capability checks? | To reduce latency in sending messages to users who aren't reachable through RCS, run [capability checks](https://developers.google.com/business-communications/rcs-business-messaging/guides/build/capabilities) first. |

If the issue persists, please provide as many of the additional details as
possible for faster troubleshooting:

- Number of messages impacted
- Source of latency (for example: upload files, create agent to user message, create agent to user event, delete agent to user message, get capabilities, batch get)
- Service endpoint
- Latency distribution (p50, p95, p99)
- Latency change and timeframe
- Partner ID
- Affected agent IDs
- Message IDs with timestamps
- JSON payload

### Carousel and rich card rendering issues

Examples of this issue include failure to load, showing a black screen,
cropping, and suggested actions not showing up.

Share as many of the following details as possible to enable faster
troubleshooting:

- Message IDs with timestamps
- JSON payload
- Device steps to reproduce if known
- [Bug report](https://developers.google.com/business-communications/rcs-business-messaging/support/overview/capture-bug-report) from the device receiving the messages
- Details about the device and messaging app version used
- Screenshot or video recording of the issue

## Account, agent, and carrier management issues

These are issues with account management and reporting, including billing
queries.

### Unable to add a tester

Follow the steps from
[Set up a test device](https://developers.google.com/business-communications/rcs-business-messaging/guides/build/test).

If the issue persists, share the following details to enable faster
troubleshooting:

- Agent ID
- Phone number
- Carrier name and country

### Carrier unable to approve agent launches

Report the issue from the
[RCS for Business Administration Console](https://business-communications.cloud.google.com/console/partner-console/carrier-agents)
(see [screenshot](https://developers.google.com/static/business-communications/rcs-business-messaging/images/report-issue-rbm-administration-console.png "How to report the issue from the RCS for Business Administration Console")).

For urgent launches, please provide:

- Carrier name and country
- Agent ID to be launched
- Carrier's authorization for launch

### Request to update agent details

Share the following details to enable faster updates:

- Agent ID(s)
- The details you want to change
- Your confirmation to unlaunch the agent

For the following fields, the RBM Support team will unlaunch the agent. You can
then [make changes to the agent](https://developers.google.com/business-communications/rcs-business-messaging/guides/build/agents/edit-agent-information#edit_your_agents_information)
and [resubmit for launch](https://developers.google.com/business-communications/rcs-business-messaging/guides/launch/launch-approval#submit-launch-request).

- Display name
- Description
- Color
- Logo and banner images
- Agent contact information such as phone number, website, and email address
- Privacy and Terms of Service

For the following fields, the RBM Support team will unlaunch the agent as well
as modify the fields (RCS for Business partners cannot modify these fields
directly):

- Billing category
- Use case
- Brand name
- Brand contact name
- Brand contact email ID
- Brand website URL
- Messaging partner contact name
- Messaging partner contact email

If you want to modify agent information **without unlaunching the agents**,
obtain email approval from contacts at the carrier-managed networks where the
agent is currently launched. After you have gathered all approval emails, share
them with the RBM Support team, along with the specifics of the modifications
required.

The RBM Support team will verify the approvals and, if everything is in order,
implement the changes and confirm them with you and the respective carriers.
**Note that this process may vary depending on individual carrier procedures in
different countries**.

#### Viewing updated agent information

It takes approximately seven days for the updated information to be visible for
users. To see the changes on your device immediately, follow these steps.

> [!NOTE]
> **Note:** The following steps only apply to devices running Google Messages version `messages.android_20250602`.

**Step A: Perform the reload**

1. In Google Messages, tap the **Menu** or your profile icon.
2. Choose **Debug** or **Debug features** . If the Debug menu does not appear, follow **Step B** and then return to the instructions in **Step A**.
3. Navigate to **RBM**.
4. Select **Reload chatbot information**. This action triggers an immediate download of the agent information from the RCS for Business platform, including any recent changes to the agent's name, logo, or other business information. The conversation history should be unaffected.

**Step B: Enable the Debug menu**

1. Open the Google Messages app.
2. Tap **Search**.
3. Type `*xyzzy*`.
4. Hit Enter/Search. A notification appears at the bottom, confirming that the Debug menu is enabled.

> [!NOTE]
> **Note:**   
> - For agents launched exclusively on **Indian carriers**, the RBM Support team can edit agent information without unlaunching the agent.
> - For **Brazil** agents, the RBM Support team can make edits to all agent information except display name, brand contact details, and messaging partner contact details.
>
### Request changes to an RCS for Business partner account

If the RCS for Business partner has any agents launched on carrier-managed
networks, follow these steps:

1. Get email approvals from contacts at the carrier-managed networks where any of your agents are launched.
2. Share the following details with RBM Support:
   - [Partner ID](https://developers.google.com/static/business-communications/rcs-business-messaging/guides/images/rbm-partner-id.png)
   - The details you want to change

After verifying the approvals and details, the RBM Support team will notify the
carriers of the pending changes. These changes will be implemented and confirmed
within 24 hours of that carrier notification.

### Request to migrate an agent from RCS for Business partner A to partner B

If the agent is already launched on carrier-managed networks, follow these
steps:

1. Get email approvals from the brand contact and contacts at the carrier-managed networks.
   - Make sure the new RCS for Business partner is copied on these approval emails.
2. Share the following details with RBM Support:
   - Agent IDs
   - Email approvals from the brand contact and carriers
   - New [partner ID](https://developers.google.com/static/business-communications/rcs-business-messaging/guides/images/rbm-partner-id.png)

After verifying the approvals and details, the RBM Support team will notify the
carriers of the pending changes. These changes will be implemented and confirmed
within 24 hours of that carrier notification.

### Request to migrate agents between your company's own partner accounts

Share the following details to enable faster updates:

- List of agent IDs
- Old partner ID
- New partner ID
- Email approvals from carriers on any carrier-managed networks where the agent is currently launched

### Missing information in billing events reports

Share the following details to enable faster troubleshooting:

- Dates for which files are missing
- Agent IDs