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How to send log files

When a number will not add, SMS do not arrive or the status keeps dropping to Not Ready, the log file of the Sharing SMS app shows our developers what happened on the phone. Sending it takes a minute and saves a round of questions. This guide shows where the file is, how to send it and what to write with it.

When to send a log file

A number is not added

Nothing happens after Add, or the confirmation SMS does not arrive. Go through manual number adding first; if it does not help, send the log.

SMS do not arrive

A number is Active, but the client does not receive SMS on it, or the app shows them late.

Not Ready or Failed keeps coming back

You have gone through the Not Ready checklist, the phone is online, and the status still drops.

Support asked for it

When we cannot see the cause from our side, we ask for the log. It is the fastest way to get an answer.

Four steps

  1. Open the Sharing SMS app and open the side menu.
  2. Tap the version number at the bottom of the menu 7 times. The Heartbeat screen opens.
  3. On the Heartbeat screen, tap LOGS.
  4. On the Logs screen, tap the share icon and choose the app to send through. The easiest way is Telegram: send the file to our support bot @sharingsms_supportbot. You can also save the file to the phone and attach it later in the chat on the site or in an e-mail to [email protected].

Send the file from the phone the problem is on: every phone has its own log. If you have several phones, say which number each file is for.

What to write with it

A log on its own tells us what the app did, but not what you expected. Add to the message:

  • Die Telefonnummer der SIM-Karte im internationalen Format und ihren aktuellen Status im Personal Account.
  • Die E-Mail-Adresse oder Kontaktnummer, auf die Ihr Personal Account registriert ist.
  • Was Sie getan haben und was Sie sehen: eine kurze Beschreibung plus Screenshots der App oder des Personal Account.
  • If you added the number manually: both numbers, the one you are adding and the one you sent the SMS from.
  • After switching phones: the Device ID shown in the app.
  • Telefonmodell und Android-Version.

What happens next

Support passes the file to the developers. Cases that need them, such as log analysis, take longer than a usual reply; we tell you when to expect an answer, and it comes to the channel you used. The support team works Monday to Friday from 8:00 to 20:00 (EET). Meanwhile keep the phone charged and online: if the number recovers on its own, the log still helps us find the cause.

All support channels are listed on Support und Kontakt.