9
Overview
If your members are experiencing issues receiving SMS' such as waitlist SMS, there are several troubleshooting steps that you can take to identify the cause.
Step-by-step instructions
Step 1: Check that you have sufficient SMS Credits
- Click your Location Name at the top of the dashboard
- Go to Account Settings > SMS Credits
- This will display how many SMS Credits have been used
Alternatively you can check if you have SMS Credits by following this link: https://core.hapana.com/?route=dashboard/trainer/billingsdisplay
Please note: You must be logged into your CORE Account to check this.
Step 2: Check Communication Blackout Times
- Click your Location Name at the top of your dashboard
- Go to Account Settings > Configurations
- Scroll to Custom Emails Triggered by Hapana > Click Edit
- Find the cogwheel icon labeled Email Configurations
- Locate the Blackout Time section
Please see our How to Set Up Your Email Configurations and Communication Blackout Times article for further information.
Step 3: Check communication preferences
- Click your Location Name at the top of your dashboard
- Go to Account Settings > Configurations
- Scroll to Custom Emails Triggered by Hapana > Click Edit
- You’ll see three options for each trigger:
- SMS
- Push
Green = ON
Red = OFF
Please see our Create client groups and send bulk messages (email, SMS, push) article for further information.
Step 4: Ensure that members contact information is correct
- Go to the Clients section
- Find the relevant client profile
- Ensure members contact information is correct
Expected outcome
Once you follow these troubleshooting steps, you should be able to identify the cause of why members are not receiving SMS. If you are still experiencing issues, please reach out to our support team via [email protected] so our team can investigate the SMS notification issue in detail.
FAQs
Q: What happens when I run out of SMS credits?
A: Messages won’t send unless you purchase additional credits from your Billing section.
