"No one is getting my text messages, what should I do?"
"I sent a message but Joe didn't receive it. Can you help?"
We understand that encountering issues with sending messages through Text In Church can be frustrating, especially when you're trying to reach your people with important communications! We sincerely apologize for any inconvenience caused and are here to help you troubleshoot the problem. Here are a few steps below that you can take to help identify and resolve the issue.
Step 1: Check Account Status
Before troubleshooting further, ensure that your Text In Church account is active and not suspended or paused. To do this, follow these steps:
1. Go to the "Subscriptions and Invoices" section of your account.
2. Verify that your subscription is active and current. Only active subscriptions allow for outgoing text messages.
If you need to help to reactivate your account, please contact us at email@example.com
Step 2: Set up a Text In Church Phone Number
To send text messages through Text In Church, you need to have a phone number set up on your account. Follow these steps to ensure you have a phone number associated with your account:
1. Go to the "Settings" section of your account.
2. Navigate to the "Account Overview" page.
3. Your Text In Church phone number will be in the right corner, if you have not set up a phone number, click to add your new number.
Step 3: Check for Specific Error Messages
If you can locate the message in the "Sent" folder of the Messages section of your account, check if any specific error messages are associated with it. Here are some common error codes and their solutions:
Cause: The Failed error typically indicates that the person you've tried to send a text to is either opted out or does not have a valid phone number on file for their People record. You can review this by searching their name in People, then reviewing their profile. There will be an indication if they are unsubscribed or if the phone number on file is a landline.
Solution: Ensure the people who are wanting to receive text messages from your church are opted in and have a valid mobile phone number on file.
Cause: The NA error is typically seen with group messages. It occurs when attempting to send a message to an empty group, a group where all contacts are opted out, or people records that do not have any mobile number listed (Text).
Solution: Ensure that the group contains valid people records with valid contact information and that they have opted in to receive messages. Then, resend the message.
"Your Account Is Unverified. Please Contact Support To Get Verified" or "Known Sending Issue"
If you see either of these two error messages, please contact firstname.lastname@example.org with your message example to troubleshoot further.
"Unknown Sending Issue":
Cause: This rare error occurs when the cause of the issue is unknown, potentially indicating a bug.
Solution: Contact email@example.com with your message example to troubleshoot further.
Cause: The Limits Exceeded error on a message can occur during a 14-day free trial when accounts are limited to 100 outgoing text messages. This error occurs when trying to send beyond this limit.
Solution: If you believe you've received this error by mistake, please contact firstname.lastname@example.org to troubleshoot further.
No Error Message or Sent status
If there are no specific error messages, but the intended recipients did not receive the message, please reach out to email@example.com and provide the following details:
- Who was supposed to receive the message?
- What kind of message was it? (automated workflow, individual/group text)
- When was the message supposed to send?
- If possible, include any additional screenshots, or relevant notes that may assist the support team in troubleshooting the issue.