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Troubleshooting the Rock RMS Integration
Troubleshooting the Rock RMS Integration

How to resolve sync failures and common errors with the Rock RMS Integration

Randalin Ward avatar
Written by Randalin Ward
Updated over a week ago

If you find that the number of people on the Rock version of the group does not match the number of people in the TIC Group, you can review the "Sync Logs" tab inside of your TIC Group to review why the contacts were not synced.

Common Reasons a Contact would not be synced:

No Contact Information:

  • For a person to be synced from Rock RMS into Text in Church, they must have some basic information, such as name, email, and/or phone. The system will only use phone numbers that have SMS enabled and will pull the Mobile phone number.

  • Resolution: Add a valid mobile phone number or email address to the primary contact information in Rock RMS

Duplicate Contact:

  • If more than one person in the List in Rock RMS has the same email or phone data, only one will be synced into the Text In Church group, the other will be flagged as a duplicate. Example: If you have a husband and wife sharing the same email or phone in Rock RMS, then only one will be synced and even if you try to change the email of one of them to try to sync both, it will not work because Text In Church has already flagged the other as a duplicate.

  • Resolution: Manually add the other contact to Text In Church listing their unique contact information.

Child Contact:

  • Anyone marked as a “Child” in Rock RMS will not be brought over.

  • Resolution: use a CSV import to add the youth contacts, manually add the youth as a profile in Text In Church, or ask the youth to text in via keyword and complete a connect card.

Common Reason a Group cannot be selected to sync:

  • When selecting groups to sync into Text In Church from Rock RMS, if a group has "Show in Navigation" toggled off or set as "Inactive", the group will not be able to be selected to sync into Text In Church.

  • Resolution: Ensure that the group in Rock RMS has "Show in Navigation" toggled on and is set to "Active"

Contacts not being created/updated as expected:

User Security Roles

  • During the initial setup of the REST Key, a User Account will be created that matches this REST Key. If the correct security role is not assigned properly, the integration will not be able to work correctly

  • Resolution: Set the Security Role for this User Account in Rock RMS to "RSR - Rock Administrator" View more details about completing this here!

If you find that you are running into any additional errors or need any help resolving these errors, please feel free to reach out to our Member Support team at Be sure to include a quick description of the error and any steps you might have already taken to resolve the error. Together we'll be able to work towards a solution 😊

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