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Troubleshooting - SMS Failure Notification

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

If a supervisor’s phone number is found to be incorrect or unavailable, they may receive an automated email notification advising that their 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.

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

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

Maintaining accurate supervisor contact information is essential for timely response in an emergency. Please ensure that all supervisors’ phone numbers are complete, current, and regularly reviewed, especially when staff change roles, change devices, or move between regions.

Common reasons for receiving this email include:

  • No phone number is associated with the supervisor

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

  • The phone number is invalid or is no longer active

sms failure notification notification