If you’re unable to send or receive MMS (picture messages) in CloudTalk, this guide will help you identify what is causing the issue and how to fix it. It covers the most common symptoms, technical requirements, and country-specific limitations that affect MMS functionality.
For general messaging behavior, see How to Send MMS Messages.
User level: Admin
Symptoms
You may notice of the following:
When sending MMS
"Add photos" button within Messages is greyed out
Images fail to upload or send
Only text delivers, without attached images
Sending works on one number but not another
Sending works in one direction but not another
When receiving MMS
You receive the text but not the image
MMS appears as "missing media"
Images show as broken files
MMS never arrives
MMS arrives only when sent from certain numbers
How MMS Works in CloudTalk
MMS is more restricted than SMS. To send or receive MMS, all of the following must be true:
MMS requirements
Both the sender and recipient numbers must support MMS
The number must be a US or Canadian number (MMS currently works only in these countries)
MMS must be enabled for your CloudTalk account (available by request)
The number must support media messaging
Your account must have active credit (trials or accounts with no credit cannot send MMS or SMS)
MMS size limits
Up to 10 images per message
Total MMS size up to 5 MB
Supported file types:
.jpg,.jpeg,.png,.gif
If any of these conditions aren’t met, the MMS option will be unavailable or the message will fail.
Root Causes
⚠️ Your number does not support MMS
MMS is currently supported only for US and Canadian numbers, and only when enabled for your account.
MMS will not work if:
The number is outside the US or Canada
MMS is not activated for your organisation
The number type does not support media messaging
When MMS is not supported:
The MMS icon is greyed out
A warning flag appears above the message composer
Switching to another (unsupported) number disables MMS immediately
⚠️ Your account has no credit
If a trial or paid account runs out of credit:
MMS is blocked
SMS is also blocked
A warning flag appears in the app
Top up credit to restore MMS functionality.
⚠️ MMS exceeds size or media limits
MMS will fail if:
More than 10 images are attached
Total media size exceeds 5 MB
File types are unsupported (
.webp, videos, PDFs, etc.)
Try reducing the number or size of images before resending.
⚠️ Destination number does not support MMS
Even if your CloudTalk number supports MMS, the recipient number may not.
Examples:
Landline numbers
VoIP numbers without MMS
Mobile carriers that support SMS but not MMS
Numbers outside US/Canada
If MMS works with some recipients but not others, this is the likely cause.
⚠️ Media formatting or device limitations
Some carriers compress, convert, or block media. Issues may include:
Images arriving pixelated
GIFs not animating
Certain file types not displaying
Multiple images being grouped or separated
This depends on the destination carrier and cannot always be controlled.
⚠️ App or device caching
Occasionally images fail to preview or load because of:
Slow mobile data
Unstable Wi-Fi
App caching issues
Refreshing the conversation or reopening the app often fixes it.
Step-by-Step Troubleshooting
1. Confirm that MMS is supported for the number
In CloudTalk Phone (Desktop or Mobile):
Open the conversation
Look for the image icon
If the icon is greyed out, MMS is not supported for the selected number
Try switching to another US or CA number that supports MMS.
If you don’t have one, contact Support to request MMS activation.
2. Check your account credit
If your account is on a trial or has run out of credit:
MMS and SMS will be blocked
A warning flag will appear
Add credit or upgrade to restore messaging.
3. Test sending MMS to multiple numbers
Test with:
Your own mobile
A different US or Canadian number
A colleague’s number
If MMS works only in some cases, the issue is likely with the recipient’s carrier capabilities.
4. Reduce the size or number of images
If the MMS fails to send:
Remove large images
Reduce the number of attachments
Compress the files
Keep total size below 5 MB
Try sending one image first, then add more.
5. Check file type compatibility
Make sure all attachments are:
.jpg/.jpeg.png.gif
Other formats will not send.
6. Refresh the app or messaging thread
If the MMS appears missing or broken:
Close and reopen CloudTalk Phone
Switch between numbers
Refresh or reopen the conversation
On mobile, toggle Wi-Fi / data
This helps reload cached media previews.
7. Switch to SMS temporarily
If MMS fails repeatedly, try sending a standard SMS to confirm messaging is working normally.
When to Contact Support
Contact CloudTalk Support if:
Your US/CA number should support MMS but the icon is still greyed out
MMS fails to all recipients
MMS worked previously and suddenly stopped
Images display incorrectly or fail to load
You see warning flags even when using a supported number
MMS appears sent but is never delivered
Your team needs MMS enabled for your account
Please include:
The sending CloudTalk number
The recipient number
Timestamp of the attempt
Screenshot of the failed MMS
File type and size of the media
Whether MMS works with any recipients