Help CenterMessages may not be delivered if they are sent to an invalid country, sent to a phone that is not SMS compatible, or sent to an opted-out mobile number.
If your notification settings are enabled and you've checked to confirm you or your patient have entered the right mobile number, there are a few reasons why you may not receive an SMS notification:
- In some cases, we can only send messages within your current country, and we can only receive messages into your account if your Docovia-issued SMS number is within the US, Canada or Australia. We are actively working to expand our list of countries.
- If the recipient enters a number that is not capable of receiving SMS, such as a land-line.
- The receiver has opted-out of receiving messages from you, whether purposely or accidentally.
OPT-OUT can be triggered if the user replies to a text with any of the following keywords:
STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT
The user will receive the following automated reply:
You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.
Solution to Opted-out numbers
OPT-IN can be re-enabled if the user replies to the text, or sends a text to your Docovia-issued SMS number, with any of the following keywords:
START, YES, or UNSTOP
This will trigger the following reply:
You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply.
If the issue was an Opt-out, at this point you should be able to deliver messages without any issues.