Text Message Troubleshooting

If your business sends SMS (Text Message) appointment notifications to Service Providers (Staff) and/or clients, and at some point those messages are no longer being received, there are a couple of places to review to ensure deliverability.

First, check that the Service Provider or client is setup with SMS activated and that a properly formatted Mobile Number is listed in their profile.

*DO NOT ADD THE COUNTRY CODE WITH THE NUMBER. The system is limited to sending SMS messages within the same country as the business location, therefore it is assumed that any Provider or Client Mobile number will be from the same country as the business.

Service Provider

• In the Provider profile > Profile Information section, the Mobile Phone should be listed. 
• In the Notifications section, choose which SMS notifications to receive.

Client

• In the client profile, accessed from the Clients list or appointment, ensure the Mobile Phone is listed and in the proper format. [555-555-5555 | 555.555.5555 | (555)555-5555 | 5555555555]
• Set the Send SMS to Yes

• Additionally, from the client side, in their online profile, they have an option to opt in or out of SMS messages. Ask your client to ensure that option is active.

Client Profile SMS Option

If all these considerations look good, and SMS messages are still not being received, then you will need to confirm with the Provider or Client that they have not blocked these messages on their device.

The phone number messages are being sent from are listed below. We suggest that clients add the number to their phone’s contacts to ensure deliverability.

Canadian Businesses: 1-587-849-0841
United States and International Businesses: 1-833-735-1197

Find Missing Messages

iOS users can search for missing messages by opening the Messages app, tap the menu button (three horizontal lines) in the top-right corner, and select “Unknown Senders” to view messages from unlisted numbers.

Android users should open the main messages app and click their profile image in the upper right corner next to the search icon. In the resulting menu, choose Spam & Blocked to see a list of messages that have been filtered.

Unblock a number

Apple Users

You can manage your blocked contacts through any of the four apps that allow blocking—Phone, FaceTime, Messages, and Mail. Unblocking in one app unblocks across all four apps. Do any of the following to see the list of numbers you have blocked:

• iPhone: Go to Settings > Phone, then tap Blocked Contacts.
• FaceTime on your iPhone or iPad: Go to Settings > FaceTime, then under Calls, tap Blocked Contacts.
• FaceTime on your Mac: Open FaceTime, go to FaceTime > Settings (or FaceTime > Preferences) in the menu bar, then click Blocked.
• Messages app on your iPhone or iPad: Go to Settings > Messages, then under SMS/MMS, tap Blocked Contacts.
• Messages app on your Mac: Open Messages, go to Messages > Settings (or Messages > Preferences), click iMessage, then click Blocked.
• Mail app on your iPhone or iPad: Go to Settings > Mail, then under Threading, tap Blocked.
• Mail app on your Mac: Open Mail, go to Mail > Settings (or Mail > Preferences), click Junk Mail, then click Blocked.

Android Users

Important: Some of these steps only work on Android 6.0 and up.

1. Open your Phone app .
2. Tap More .
3. Tap Settings Blocked numbers.
4. Next to the number you want to unblock, tap Clear   Unblock.

Tip: Any calls you got from the number while it was blocked won’t show in your call history.