Why would a member NOT receive a note I send?
If a member reports that they did not receive the note you sent out, there are a few different avenues that could answer why. Below are the most common reasons and how to fix them.
Why would a member not receive a text message?
A member may not have a cell number on file
If a member does not have a cell phone number listed in their member profile, they will not be able to receive the text message you sent. But because we want to ensure each member receives your note no matter what type of contact information they have on file (email or cell number), you have the option to send any member who does not have a cell phone number on file your note via email. The only way to change this is for the member to have a valid cell phone number listed.
A member's cell number may not be verified
You will notice a checkmark next to each cell phone number in the member’s profile indicating that their cell phone number is verified. If this checkmark is missing, this means their number is not verified and therefore cannot receive your texts until the number is verified. Please contact a Happiness Engineer at help@flocknote.com for assistance in verifying the number.
A member’s cell number may not have a carrier attached or their carrier needs to be reset.
Most traditional carriers support email to SMS messaging, while carriers or phone apps that use wifi to send texts typically do not. A member must have a carrier that supports email to SMS messaging to receive text notes. Please contact a Happiness Engineer at help@flocknote.com for assistance in verifying the carrier.
A member may be opted out of texting for that group
The member may have a cell phone number listed, however, they have turned off their text message notifications for the group. Gray = OFF. Blue = ON.
Why would a member not receive an email note?
A member may not have an email address on file
If a member does not have an email listed in their member profile, they will not be able to receive the email note you sent. But because we want to ensure each member receives your note no matter what type of contact information they have on file (email or cell number), Flocknote allows you to send any member who does not have an email on file your note via text. The only way to change this is for the member to have a valid email listed.
A member's email address may not be verified
You will notice a checkmark next to each email in the member’s profile indicating that their email is verified. If this checkmark is missing, this means their email is not verified and therefore cannot receive your notes until it is verified. You can verify a member’s email for them by clicking on their member profile and clicking the ‘verify email’ button located underneath their email. Once their email is verified they will begin receiving your email notes.
A member may be opted out of receiving emails from that group
The member may have an email listed, however, they have turned off their email notifications for the group in their notification settings. If they have a cell phone number listed and have not turned off their text message notifications for the group, they are able to receive your email notes via text. Gray = OFF. Blue = ON.
If you need help figuring out why a member is NOT receiving your text or email note, please contact a Happiness Engineer at help@flocknote.com. We’ll be happy to assist you!