This feature is only available with the following products:
Q: We have some players who are not receiving our text messages. Why is this occurring?
A: With all text messaging service providers, there could be several reasons a member or guest might not be getting a text message:
Incorrect Number
Number Format and Symbols
Words that fall in the "S.H.A.F.T." category
Opt-in / Opt-out / Un-subscribed
Errors
In this article, we will discuss reviewing message delivery reports, the possible statuses, and the actions you can take to diagnose the issue. General troubleshooting steps include checking delivery reports, reviewing opt-in status, and resending messages where necessary.
Incorrect Number
The first thing to check is that the number is correct. Often, a number is missed, or an additional one is added, making the member or guest number incorrect.
Format and Symbols
When formatting players' mobile phone numbers, many formats can be used. They may include a dash or parentheses. International (Non-US and Canadian) phone numbers will need the country code prefix before the phone number, using the plus symbol. Examples of Accepted US and Canada Phone Number Formats:
555-555-5555
(555)555-5555
5553338888
Examples of Accepted International Phone Number Formats:
+44-555-555-5555
+445553338888
When entering a phone number, do not use symbols other than those shown above in the designated locations.
"S.H.A.F.T."
With all text messaging service providers, specific keywords get blocked. Because of this, some messages will not be delivered by our text message service provider.
For your reference, text messages that contain words that fall in the "S.H.A.F.T." category can be red-flagged and not sent:
Sex: Businesses are prohibited from sending text messages that include sexually explicit or suggestive content.
Hate: Businesses are prohibited from sending text messages that promote or incite hatred or discrimination towards any group of people.
Alcohol: Businesses are prohibited from sending text messages that promote or advertise alcohol products to people under the age of 21.
Firearms: Businesses are prohibited from sending text messages that promote or advertise firearms or other weapons.
Tobacco: Businesses are prohibited from sending text messages that promote or advertise tobacco products.
Note: A common term that can be an issue in the golf industry is "shotgun," as this would fall under the firearms designation. If you run into issues with this term, there are clever ways around this if needed, such as replacing the "s" with a "5", the "o" with a "0 (zero)", or writing two words as one word, for example, "shotgunstart."
Review Email Delivery Reports Status
You can use the Message Delivery Report to diagnose the issue. Click Here for instructions. Based on the following status, you can take the suggested actions:
Text Failed to Send: If the delivery report shows the message failed to send, review the error message by hovering your mouse over the info icon (as shown below). The error message will provide details on how to correct the issue.
Pending Opt-in: If the delivery report states that the text is Pending Opt-in, have the player check their text messages and spam folder (if enabled). If the message is in the spam folder, have the player recover the message and respond with "Start". If the message is over 24 hours old, send a new message to that golfer; they will receive the opt-in message again, where they can respond with "Start," and then they will receive the new message. Note: Prior message will not be delivered.
Player does not appear in the Delivery Report for a specific Message: If the delivery report shows the message was not sent to a specific phone number, and you have confirmed you have their phone number, try resending the message only to the specific golfer who did not receive it. For more details on sending messages, Click Here.
The Golfer Has Unsubscribed from Golf Genius Messages: In this case, a golfer has responded to a prior Golf Genius Message with "Stop" and will no longer receive Golf Genius Messages. To see if a golfer has unsubscribed, follow the directions in THIS ARTICLE. To resubscribe a golfer, follow the directions in THIS ARTICLE.