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Troubleshooting - SMS Failure Notification

A troubleshooting guide on SMS failure notifications and how to handle them

Why did a supervisor receive an email about their phone number?

If your phone number is found to be incorrect or unavailable, you may receive an automated email notification advising that your contact details need to be updated. This check is in place to help ensure that alerts, escalation messages, and other critical safety communications can always reach the right person.

What are common reasons for receiving this email?

Common reasons for receiving this email include:

  • No phone number is associated with your account

  • The country phone code is missing from the start of the number

  • The phone number is invalid or is no longer active

What does the email contain and how should you respond?

The email will clearly explain that there is an issue with your stored phone number and will include a secure link that you can use to review and update your details.

By following this link, you can enter the correct phone number, including the appropriate country code, so that the system can successfully deliver voice and message alerts when required.

How should you maintain accurate contact information?

Maintaining accurate contact information is essential for timely response in an emergency. Please ensure that your phone number is complete, current, and regularly reviewed, especially when you change roles, change devices, or move between regions.

sms failure notification notification