Why are users or parents not receiving SMS? How can I fix SMS troubleshooting problems?

There are several reasons why parents or users are not receiving SMS triggered from your system.

To troubleshoot – try these options

• Check that SMS delivery is enabled for your school by sending a trial message using the Compose option under Communication Module
• If that succeeds, for system or user-triggered alerts, check that you have enabled SMS in alerts. Go to Settings (gear on top right), then Communications and then Alerts Settings.
  • On this page, click on Gear icon on top-right. SMS should be enabled.
• In certain cases, SMS delivery is delayed due to government or TRAI regulations. Check back after some time or try sending SMS to certain users outside the local circle. You can check SMS delivery status here.
• You can check if SMS delivery is not working for 1 user or all users by checking on batch communication status –> Go to Communications Module -> Reports -> Communication Batch Report.
  • If delivery is not working for single user, it could be due to a variety of reasons. You can check the status of their communication delivery under Message Status Report — some of the reasons could be Travel, SIM mailbox full, Phone Number not reachable, etc.
• If SMS delivery is not working for 24 hours, please contact the support team for further troubleshooting.