Text Messaging Errors

Are your contacts having issues receiving text messages?

There are a multitude of reasons why text messages may not be received.  See below for common reasons why this happens.

Incorrectly formatted phone number
It could be that the phone number wasn’t entered correctly.  For example, if your emergency contacts are outside of the US or Canada then the phone numbers should be formatted in international format.  International format must have the country code in front of the number.  For example a UK phone number would have a +44 in front of the number.

The emergency contact opted out of receiving text messages
Due to regulations, we have to provide a way for recipients of text messages to unsubscribe (opt-out).  They do this by replying with “STOP” to one of the messages we have sent.  The only way for them to opt back in would be for them to message +1 (816) 407-8866 with the word “START”.  At that point, they will be opted in again and they will able to receive the help request text messages.  They would only need to do this if they have opted out previously.  By default they are opted in.

Mobile carriers are blocking the text messages
It’s possible that the recipient’s mobile carrier is blocking the messages, mistaking them for spam. Unfortunately, there may not be much you can do to resolve this issue directly. However, below are a few steps to minimize the chances of messages being blocked:

1. 1. Advise the contact to add the SeizAlarm phone number as a contact on their phone. That phone number is: +1 (816) 407-8866. This action can help prevent their device from categorizing future text messages and calls from SeizAlarm as spam.
   2. Encourage the contact to check their spam or blocked message folders in their messaging app. Sometimes legitimate messages can end up there due to automated filters.
   3. Suggest that the recipient contacts their mobile carrier’s customer support and explains the situation. They can inquire if there are any specific spam filters or settings causing the issue. The carrier may be able to make adjustments to ensure the messages are delivered properly.

Remember, even after taking these steps, there is still a possibility that the mobile carrier may continue to block the messages.  Make sure alternate contact methods are selected (phone calls and/or emails) to ensure they recieve the help requests.

Have questions?

If you have questions, reach out and contact us.