RCS troubleshooting
This page provides a list of known issues and bugs for Android and iOS platforms related to Rich Communication Services (RCS). It includes descriptions of the issues and suggested troubleshooting solutions where available.
Android troubleshooting
URL previews in rich cards and carousels
Issue: URL previews do not function in rich cards and carousels.
Solution:
Use selection suggestions with the type OPEN_URL, which redirects you to the specific web page.
Agent preview changes
Issue: Changes made to the agent are not visible in the message thread, even after deleting the message thread and closing the messaging app. The agent preview displays information from the first message or conversation.
Solution: In the messaging app, clear the cache, data storage, and restart the device which will resolve this issue.
Rich card, carousel buttons, and suggested actions behavior
Issue: Rich card buttons are always visible, even after clicking on them or on Suggested actions. Suggested actions (outside of the Rich card) disappear once clicked on either the Rich card buttons or the suggested actions.
iOS troubleshooting
The table below shows iOS issues and the iOS versions where these bugs and errors may occur.
| Description | iOS 18.5 | iOS 26 |
|---|---|---|
| Agent preview changes | TRUE | TRUE |
| Agent preview - use case label | TRUE | TRUE |
| Agent preview - privacy policy | TRUE | TRUE |
| Agent details - multiuse label not visible | TRUE | TRUE |
| Agent details - Android and iOS | TRUE | TRUE |
| Media preview - vertical card orientation | TRUE | TRUE |
| Image preview - horizontal card orientation | TRUE | TRUE |
| Video preview - horizontal card orientation VIDEO | TRUE | TRUE |
| URLs in rich cards and carousels | TRUE | TRUE |
| GIFs in rich cards and carousels | TRUE | TRUE |
| OTPs cannot be copied from rich card and carousel text | TRUE | TRUE |
| Carousels image cropping | TRUE | TRUE |
| Rich card and carousels - text description and font color | TRUE | TRUE |
| Rich cards and carousels - truncated titles | TRUE | TRUE |
| Rich card and Suggested actions behavior | TRUE | TRUE |
| Suggested actions - rendering issue | TRUE | TRUE |
| Unknown Senders filter | FALSE | TRUE |
Agent preview changes
Issue: New changes made to the agent are not visible in the message thread, even after deleting the message thread and closing the messaging app in the background. The agent preview always shows from the first message or conversation.
Solution: Refresh agent information. For iOS devices, our system has a default refresh cycle of seven days. Any changes made to an agent typically take up to seven days to be reflected on your device.
To ensure the latest agent information is displayed and to confirm the update:
- Perform a factory reset on the device: This clears the device's cache and forces it to retrieve the most current chatbot information.
- Wait for the automatic refresh: If changes were made today, the agent information automatically updates within seven days. We recommend rebooting the device before testing on or after this date.
Agent preview – use case label
Issue: The agent use case label is visible by default on iOS and cannot be removed or formatted. It always appears in capital letters (OTP, PROMOTIONAL, TRANSACTIONAL) in the Agent details.
Solution: This behavior is by design. There is no solution available.
Agent preview - privacy policy
Issue: In the agent preview, the privacy policy is not visible, only Terms and Conditions.
The privacy policy is not available on iOS devices. Terms and Conditions are only visible in the agent preview for iOS devices.
Agent details - multiuse label not visible
Issue: The multiuse label is not visible in the Agent details.
Solution: This behavior is by design. There is no solution available.
Agent details - Android and iOS
| Feature | Android | iOS |
|---|---|---|
| Banner | Visible | Not visible |
| Agent description | Shown directly under the Agent name | Shown in the About section |
| Billing type | Not visible under Agent details | Visible under the Agent name (for example PROMOTIONAL) |
Media preview - vertical card orientation
Issue: iOS only supports one card height (image and video). Regardless of selected vertical card height (short, medium, tall), iOS will display the same size - image or video.
Solution: Always use the vertical tall setup.
Image examples
Video examples:
Image preview - horizontal card orientation
Issue: Image truncation occurs when using horizontal card orientation (left or right).
Solution: Use the vertical tall setup.
Video preview - horizontal card orientation
Issue: Videos show as vertical when using horizontal card orientation (left or right).
Solution: Use the vertical tall setup.
URLs in rich cards and carousels
Issue: URLs in the description of a rich card or carousel are not clickable and appear as plain text.
Solution:
Use suggestions with the type OPEN_URL action to redirect users to the specific web page.
OTPs
Issue: If an OTP is sent in the title, description, or both, the OTP cannot be copied from the text.
Solution: Send OTPs in text-only messages.
GIFs in rich cards and carousels
Issue: GIFs only work when sent as a file. In rich cards and carousels, GIFs do not work and appear as static images.
Solution: Not available.
Carousel image cropping
Issue: If larger text sizes are used in iOS, iOS prioritizes rendering the title and action elements over the description text and media, resulting in image cropping.
Solution: Use a maximum of three lines for title and description text, a single CTA (suggested action), and up to three suggested replies. Make sure to use medium media width with medium media height.
Rich card and carousels - text description and font color
Issue: The text color on rich cards and carousels is very light, which can make it difficult to read.
Solution: This behavior is by design. There is no solution available.
Rich cards and carousels - truncated titles
Issue: The title in rich cards and carousels is truncated when it contains too many characters.
Solution: Limit titles and descriptions to a maximum of three lines.
Rich card and suggested actions behavior
Issue: Rich card buttons and Suggested actions (outside of Rich card) are always visible, even after clicking on either Rich card buttons or Suggested actions. This behavior is related to the Suggested actions rendering issue described below.
Suggested actions - incorrect sequence
Issue: Suggested replies appear in the wrong order. Suggested actions inside and outside the card are displayed together in one group.
Solution: A solution is not available.
Unknown Senders (iOS 26 only)
You can prevent unknown senders from texting you directly with iOS 26. Sender messages are filtered to another folder and no notification about the message is prompted. To enable this feature, follow these steps:
- Go to Settings → Apps → Messages.
- Scroll down to Message Filtering.
- Turn on the filter under Screen Unknown Senders.
If you miss a message while this filter is on, check to see if the sender was filtered in Unknown Senders. Tap filters in the top right corner of the conversation list and select Unknown Senders.
If you enable the Unknown Sender filter:
- Messages from unknown senders are silenced.
- You do not receive any push notification or badges on the iMessage app.
- Senders do not appear in the main inbox, they are moved to the Unknown Sender inbox.