If your client says they did not receive the SMS but received the email, use the suggestions below.
It may be a handset glitch. Ask your client to restart their mobile phone and then check if the SMS arrives.
Ask your client to check whether their mobile phone’s spam filter is enabled and has blocked the message.
Check the SMS delivery status
Log in to your IntelliSMS account and search for the mobile number to check the delivery status. See https://app.intellisms.com.au
Contact IntelliSMS directly to confirm whether the SMS was delivered.
They may advise that the SMS was delivered and that a delivery receipt was received.
IntelliSMS contact details:
Email: [email protected]
Phone: 1300 015 013
Troubleshooting instructions for the client
For Apple iPhone users
Ask the client to open Settings > Messages and scroll down to disable Filter Unknown Senders.
Then send them an SMS through iTools > Send SMS as a test.
For Android users
Ask the client to open their device settings and search for Spam protection, then disable it.
Then send them an SMS through iTools > Send SMS as a test.
For all devices
Ask the client to check for software updates and install any pending updates.
Ask them to restart their phone after updating.
Resend the PIN to the client
If you are not using the Vault, the client can click the email link and select Resend Code to send the SMS again to the same mobile number.
If the client has changed their mobile number and did not notify you, follow the steps below after verifying the updated number:
Go to iTools > SMS.
Search for the old mobile number and copy the message that was previously sent.
Click the Send SMS tab.
Paste the copied message, enter the client’s new mobile number and send it.
Refer to iTools – SMS for more details.
Check the mobile number against the clients Vault
If you are using the Vault, the client will see a semi masked mobile number when accessing their Vault. You will need to confirm that the mobile number stored against the Vault is correct.
If the client has changed their mobile number and did not notify you, follow the steps here after verifying the updated number with the client.
Finally, remember to update the client’s mobile number in your practice management system.