In today’s digital-first world, Rich Communication Services (RCS) has become the new standard for business messaging. Unlike SMS, which is limited to plain text, RCS offers businesses the ability to send interactive, media-rich, and branded messages directly to their customers’ inboxes. While this technology has transformed customer engagement, like any digital service, it comes with its own set of challenges.

At RCS Brand Rise, we help businesses not only implement RCS messaging but also overcome common issues that may arise. If you’re experiencing difficulties with RCS services, this guide will help you identify the root causes and troubleshoot effectively.

1. RCS Messages Not Sending or Receiving

One of the most frequent issues users face is when RCS messages fail to send or deliver. This could be due to:

• Poor internet connectivity (Wi-Fi or mobile data)
• Outdated carrier or messaging app settings
• Incorrect integration during setup

How to Fix It:

• Ensure that the device has a stable internet connection.
• Check if RCS is enabled in the messaging settings of the device.
• Update the carrier services app or default messaging app.
• For businesses, verify that the RCS API is correctly integrated with your CRM or messaging platform.

At RCS Brand Rise, we guide clients through configuration checks and ensure smooth integration with existing systems.

2. Business Verification Delays

For brands, one common issue is delayed RCS business verification. Without verification, your messages will not display your business logo, name, or brand colors, making them look less credible.

How to Fix It:

• Double-check that all required business documents have been submitted to the carrier or Google for approval.
• Work with a trusted provider like RCS Brand Rise to speed up the verification process.
• Follow up with carriers regularly, as approval can sometimes take longer than expected.

3. Inconsistent Message Display Across Devices

RCS is supported across most Android devices, but occasionally messages may look different depending on the recipient’s phone model, screen size, or messaging app. For example, carousel cards may not render properly on certain devices.

How to Fix It:

• Test your campaigns on multiple devices before launching at scale.
• Optimize media (images and videos) for different resolutions.
• Use universal design elements that work across all carriers and devices.

At RCS Brand Rise, we run extensive cross-device testing to ensure your messages look flawless everywhere.

4. Customer Not Receiving RCS Messages

Sometimes, businesses face complaints from customers who are not receiving RCS messages at all. This can happen because:

• The customer has not enabled RCS chat features on their phone.
• Their carrier does not yet support RCS services.
• The customer’s device has fallen back to SMS due to connectivity issues.

How to Fix It:

• Educate customers about enabling RCS in their messaging app settings.
• Ensure fallback SMS is enabled so messages still reach customers who cannot receive RCS.
• Partner with an RCS provider like RCS Brand Rise that ensures multi-channel delivery.

5. Integration Challenges with Business Tools

Many businesses face difficulties when integrating RCS with their existing systems, such as CRM software, e-commerce platforms, or customer service tools. Incorrect integration can lead to failed campaigns or missed opportunities for personalization.

How to Fix It:

• Work with experts to configure APIs correctly.
• Start with a small test campaign before full deployment.
• Ensure your systems are capable of handling real-time engagement analytics.

6. Analytics and Reporting Issues

One of the biggest advantages of RCS is the ability to measure delivery rates, open rates, and customer interactions. However, if the analytics dashboard is not set up properly, businesses may not see accurate insights.

How to Fix It:

• Verify that tracking and reporting tools are correctly connected.
• Regularly review and update your campaign settings.
• Partner with providers who offer real-time reporting and expert guidance.

Best Practices to Avoid RCS Issues

To minimize the risk of these problems, businesses should:

• Always keep messaging apps and carrier services updated.
• Run regular test campaigns before scaling.
• Provide fallback options, such as SMS, to reach all customers.
• Choose a reliable RCS partner like RCS Brand Rise for setup, integration, and troubleshooting.

Why Choose RCS Brand Rise for Troubleshooting?