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Why aren't my customers receiving SMS reminders?

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If your customers are not receiving their SMS reminders, it could be due to the following reasons:

  1. Automatic reminders disabled: For a customer to receive SMS reminders for jobs, they need to have automatic reminders enabled. New contacts are usually subscribed automatically, but someone may have turned it off, or Automatically subscribe new contacts may be off. To check, edit the contact and ensure Job reminders is ticked under Subscriptions. See Disable automatic reminders for one contact.
  2. Missing mobile phone number: Another reason a contact might not receive SMS reminders for jobs is a missing primary mobile phone number. It’s not enough to add a mobile phone number to the regular landline phone field. Reminders are sent to the numbers under Mobile phone on the contact record. See Mobile phone and extra numbers.
  3. Additional numbers without a primary mobile: Extra numbers only receive reminders when a primary mobile is set, and each must be in its own field. See Mobile phone and extra numbers.
  4. One person received the reminder, another didn’t: If a contact has multiple SMS reminder numbers, each number is sent to independently. Check that the missing person’s number is entered correctly, hasn’t opted out by replying STOP, and that you have enough SMS credits for all recipients.
  5. The job was skipped: Automatic reminders are not sent for skipped jobs. See Skipping jobs.
  6. You have run out of text message credits: Once this month’s credits are used up, reminders stop until you add more. Check how many you have left under Settings → Messaging → Sent messages. To add more, see Adding more credits. That day’s reminders still go out if you add credits before 9:30pm. Administrators are emailed when credits are running low, so they can top up before this happens (see Warning before you run out).
  7. The reminder went out on another job the same day: If the property has two jobs on the same day and the reminder text is the same after the template tags are filled in, SortScape sends one SMS. The other job can look like nothing was sent. Check Recent messages. See If two jobs would send the same reminder.

If your customers still aren’t receiving SMS reminders after checking the points above, please contact SortScape support, and we can investigate for you.