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 issues

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 you delete the message thread and close the messaging app. It displays the agent preview 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.

iOS issues

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 - privacy policy	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
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 - 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.

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.

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:

1. Go to Settings → Apps → Messages.
2. Scroll down to Message Filtering.
3. 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.

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