Zapier Integration Troubleshooting

Having issues with your Zapier integration? This guide covers common problems and their solutions.

Authentication Issues

"Invalid or expired API key"

Problem: Zapier can't connect to your Echo Texting account.

Solutions:

1. Check API Key Format

   • Should start with etxt_live_
   • No extra spaces or characters
   • Copy the entire key including the prefix

2. Generate a New API Key

   • Old key may have expired
   • Go to: Brand → Campaign → Integrations → API Keys
   • Click Create API Key
   • Select both Zapier scopes
   • Copy and reconnect in Zapier

3. Verify API Key Scopes

   • Must have Zapier Contact Write scope for contact actions
   • Must have Zapier Text Send scope for sending texts
   • Regenerate with correct scopes if missing

4. Check Expiration Date

   • API keys can have expiration dates
   • Check if your key has expired
   • Create a new key without expiration

"Missing API key"

Problem: API key not being sent with requests.

Solutions:

1. Reconnect your Echo Texting account in Zapier
2. Try disconnecting and reconnecting the account
3. Create a new Zap and set up authentication again

Contact Creation Issues

"Invalid phone number format"

Problem: Phone number doesn't meet validation requirements.

Solutions:

1. Use Correct Format

   • E.164 format: +12025551234
   • Or 10-digit US: 2025551234

2. Clean Phone Numbers with Formatter

   • Add a Formatter by Zapier step before Echo Texting
   • Choose Numbers → Format Phone Number
   • Select US as country
   • Use the formatted output

3. Remove Invalid Characters

   • No dashes: 555-123-4567
   • No spaces: 555 123 4567
   • No parentheses: (555) 123-4567
   • No extensions: 555-1234 x567

"Phone number contains invalid characters"

Problem: Special characters in phone number field.

Solutions:

1. Use Zapier Formatter to clean the phone number
2. Check source data for hidden characters
3. Map to a field that contains only digits

"Failed to create/update contact"

Problem: Contact creation failed for unknown reason.

Solutions:

1. Check Required Fields

   • Phone number is required
   • Must be valid US number

2. Verify Brand Access

   • API key must belong to the correct brand
   • Check if brand/campaign exists

3. Check Contact Limits

   • Verify you haven't reached plan limits
   • Check subscription status

Text Sending Issues

"Campaign not found or access denied"

Problem: Can't find the specified campaign.

Solutions:

1. Verify Campaign ID

   • Format: cmpgn_xxxxxxxxxxxx
   • Find in dashboard URL when viewing campaign
   • Copy exactly, no spaces

2. Check API Key Scope

   • API key must belong to the brand that owns the campaign
   • Campaign must exist and not be deleted

3. Verify Campaign Status

   • Campaign must be active
   • Check campaign isn't archived

"Either message or autoresponderId must be provided"

Problem: No message content specified.

Solutions:

1. Provide Message Text

   • Type a custom message in the Message field
   • Can include dynamic data from trigger

2. Or Select Autoresponder

   • Choose a template from the Autoresponder dropdown
   • Template will provide the message content

3. Don't Leave Both Empty

   • Must provide at least one
   • Can't send empty messages

"Either contactIds or groupIds must be provided"

Problem: No recipients specified.

Solutions:

1. Specify Contact IDs

   • Use contact ID from previous Zap step
   • Format: cntct_xxxxxxxxxxxx
   • Can specify multiple IDs (comma-separated)

2. Or Select Groups

   • Choose one or more contact groups
   • Sends to all contacts in those groups

3. Don't Leave Both Empty

   • Must specify at least one recipient method

"Campaign does not have a primary phone number configured"

Problem: Campaign lacks a default sending number.

Solutions:

1. Configure Primary Phone Number

   • Go to campaign settings in dashboard
   • Navigate to Phone Numbers section
   • Set a phone number as primary/default

2. Purchase a Phone Number

   • If no numbers exist, purchase one first
   • Then set it as primary

"Both scheduledDate and scheduledTime must be provided for scheduled texts"

Problem: Only one scheduling field is filled.

Solutions:

1. Provide Both Fields

   • Scheduled Date: 2026-02-10 (YYYY-MM-DD)
   • Scheduled Time: 14:30 (HH:MM in 24-hour format)

2. Or Leave Both Empty

   • To send immediately, don't fill either field
   • Message sends right away

3. Check Date Format

   • Must be valid date in future
   • Use YYYY-MM-DD format
   • Time in 24-hour HH:MM format

Dynamic Dropdown Issues

"Groups/Tags/Autoresponders not loading"

Problem: Dropdown lists appear empty.

Solutions:

1. Create Items First

   • Create at least one group/tag/autoresponder in Echo Texting
   • Refresh the dropdown in Zapier

2. Reconnect Account

   • Disconnect and reconnect Echo Texting in Zapier
   • Dropdowns should populate after reconnection

3. Check API Key Permissions

   • Verify API key has correct scopes
   • Generate new key if needed

"Selected items don't appear in Zapier"

Problem: Previously selected items missing after page refresh.

Solutions:

1. Use Custom Value

   • If dropdown doesn't load, use Custom value
   • Enter the ID directly: ctgrp_xxxxxxxxxxxx

2. Check Item Still Exists

   • Item may have been deleted in Echo Texting
   • Create new item or select different one

General Zap Issues

Zap triggers but action doesn't run

Problem: Trigger fires but Echo Texting action is skipped.

Solutions:

1. Check Filters

   • Verify no filters are blocking the action
   • Review filter conditions

2. Check Required Fields

   • Ensure all required fields have values
   • Use default values if trigger data might be empty

3. Review Zap History

   • Check error messages in Zap history
   • Look for patterns in failures

"An unexpected error occurred"

Problem: Generic error with no specific details.

Solutions:

1. Try Again

   • May be temporary API issue
   • Test the Zap again

2. Check API Status

   • Verify Echo Texting services are operational
   • Check status page if available

3. Contact Support

   • Provide Zap URL
   • Include error screenshot
   • Share approximate time of error

Best Practices to Avoid Issues

Phone Number Validation

• Always use Formatter step to clean phone numbers
• Test with various phone number formats
• Handle missing phone numbers gracefully

Error Handling

• Add error notification path in Zapier
• Use Filter to skip invalid data
• Log errors to Google Sheets for review

Testing

• Test with real data before going live
• Verify all dynamic fields map correctly
• Check sent messages in Echo Texting dashboard

Monitoring

• Enable error notifications in Zapier
• Regularly check Zap history
• Monitor credit usage in Echo Texting

Still Having Issues?

If you can't resolve your issue:

1. Check Zap History

   • View detailed error logs
   • Note the exact error message

2. Review Documentation

   • Reread Setup Guide
   • Check Use Cases for examples

3. Contact Support

   • Email: [email protected]
   • Include:
     • Your Zap URL (if you can share it)
     • Error message screenshot
     • Steps to reproduce the issue
     • What you've tried so far