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Troubleshooting Messaging
This article applies to all eSchedule users.
Troubleshooting Tips
If you, or one of your members, are experiencing issues with receiving external messages (e-mail or text messages), please read the following troubleshooting tips.
Note: By default, the Text option for messaging is disabled. Sending messages and notifications as text messages requires eSchedule’s premium SMS messaging feature. For more information, please contact eSchedule Support.
- Verify the e-mail address / text message address is populated and accurate within the member profile. Double check for any typos.
- For the “Text Message Address”, ensure the correct country code precedes the phone number. If, not, select the appropriate country in the Cell Phone Country field and click GO.
- For automated e-mails/texts sent from eSchedule, verify selections within the “Messaging Preferences” section of the member profile. If an alert is turned off, messages will not be sent.
- For e-mails, double check the “Spam” or “Junk Mail” folder within your mailbox to see if messages are being placed there. If so, add the sender to the Contacts and/or “Safe Senders” list within the e-mail box.
- If a member is receiving some, but not all messages:
- Verify the member’s positions/clearances are correct within the member profile.
- Verify the “Member Type” and/or “Career Type” are correct within the member profile.
- If a distribution list / group was used to send the message, verify the member was appropriately included at the time of sending.
- If your organization uses “Departments”, verify the member’s department is accurate within the “Department” field within the member profile.
- Verify there are no known issues with your internal e-mail server. If there is an issue, generally all members within your organization will not receive messages until it’s resolved. If your e-mail server continues to have issues over an extended period of time, eSchedule may stop sending messages altogether. Please contact our Support Team for assistance.