Are some of your teachers and clients not receiving SMS reminders for lessons? You can view your SMS Logs to see if any error responses were returned for an SMS.
Viewing the SMS Logs
Click on "Account & Settings" and then click on "Integrations & Add-ons".
Click on "Logs" under the SMS Lesson Reminders Add-on.
Search for the relevant student name using the "Search" field.
Pay special attention to the "Status" Column. This column displays the message that was returned by your teacher or client's carrier. If the status reads "delivered" and your student did not receive it, the issue is likely with their carrier. If the status reads "undelivered" you can hover over it to see the reason.
Each SMS has a status value which describes the current state of the message. If you're not sure what the SMS status means, you can find more information here.
Other Things to Consider
User Settings
SMS reminders are enabled separately on each employee, family or student profile. You should view the user's profile and confirm that the "Enable SMS Lesson Reminders" setting is enabled.
The Cut-Off Time
SMS reminders are sent every hour on the hour. Make sure that all your lessons are scheduled before the number you've set in the "Lead Time Hours". For example, if your "Lead Time Hours" is set to 7 hours and you schedule a lesson 6 hours prior to the lesson, then the SMS reminders will not be sent for that lesson because it missed the cut-off time.
The Number Format
Your SMS will likely fail (or possibly go to the wrong person) if the number formatting is not correct. We recommend that you follow the guidelines below when capturing your clients' phone numbers:
Outside of North America - If your clients and employees are located outside of North America, you will need to use the E.164 format when capturing numbers. The format begins with a “+” symbol followed by the country code. For example, numbers in the UK would begin with +44 followed by the subscriber number. In many countries, local dialing requires a 0 at the beginning of the subscriber number. The 0 must be removed when using E.164 formatting (for example, 020 7183 8750 will be captured as +44 20 7183 8750)
In North America - The SMS service will automatically convert US numbers to the correct format. As long as the number on the customer profile has 10 digits, you will be able to send SMS reminders without a problem. When in doubt, look up the number.
NOTE: Due to the frequently changing requirements and message filtering by mobile operators in China, our SMS provider, Twilio, will only send messages to China on a “best efforts” basis. Messages may be delivered with a generic signature appended in the content and/or with arbitrary local phone numbers as the Sender ID.