FAQ - Management / User Settings (PMS)
I need help with the new username that I created. When I try to login, it shows that I don't have permission to login from this location. Why can't I?
This message indicates that you are attempting to log in from outside the property’s configured IP security settings. To resolve this, someone with management permissions must log into Visual Matrix and grant your new user Remote Access. They can do this by navigating to Management > User Settings > Security > Manage IP Security and setting the Remote Access permission to "Yes" for your username.
Why my Carrier is not listed in the dropdown for SMS Notifications?
Your carrier might share a network with another provider. Check here for more information.
Why are text messages delayed or inconsistent?
Many phone carriers are discontinuing the ability to receive text messages sent via email (email-to-SMS). Some carriers have already stopped supporting this method.
Since Visual Matrix internal text notifications may rely on this service (when not configured through Twilio), this can prevent messages from being delivered or significantly delay them.
In some cases, delays may range from several minutes to multiple hours, and occasionally up to a few days, depending on the carrier.
Visual Matrix is actively working on alternative solutions. In the meantime, delivery of text messages may vary depending on the user’s phone carrier.
Is there an alternative to email-based text messages?
Yes.
Users may rely on:
- Push notifications
- The Free Guest Texting feature available in Visual Matrix
Text messages sent through this feature may incur charges, typically around $0.008 per message, depending on current rates. Rates may vary based on location and carrier. For more information on messaging rates, refer to Twilio’s pricing page: https://www.twilio.com/sms/pricing
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