Text Messages/Alerts are not being Received (Cloud)
This process can be applied if you stop receiving internal SMS/text notifications (e.g., for Maintenance, Housekeeping, Management, or Unsettled Credit Card Batches). Unless you're using the Visual Matrix Guest Texting feature with internal texts routed through Twilio, these notifications are sent via your email provider. Below is a step-by-step guide to test the gateway and verify if the issue originates from Visual Matrix or your email provider.
1. Check if the notification was actually sent by Visual Matrix
- Check the logs by going into "Support > Message Log > Email".
- Search for the notification text message.
- If there is no date and time in the "Sent" column, Visual Matrix was unable to send anything to your email provider. This likely means that other emails, such as confirmations or folios, are also not being sent. In this case, begin by troubleshooting your email system.
- If a date and time appear in the "Sent" column, it means Visual Matrix successfully sent the text to your email provider. This suggests the issue is likely between your email provider and the phone provider. In this case, proceed to the next step.
2. Identify the Email Address Used for SMS
Still in the logs, find the email address used for SMS - you can find it from the "To" column. For example, for T-Mobile, it would look like "phonenumber@tmomail.net" which tells you that the SMS being used is "@tmomail.net".
3. Send a Test Email
From your email account (not from Visual Matrix), send a message with the content “Hello this is a test from Your Name” to the email address identified in the previous step (phonenumber@provider.net/com/...).
4. Verify SMS Receipt
Ensure that the phone number before @tmomail.net receives the text message. This confirms that the email-to-SMS gateway is functioning correctly. You should also be able to check the Sent folder of the email being used in your system to verify that the email is sending the SMS message to the phone carrier.
5. Troubleshoot Further if Needed
If the SMS is received, the gateway is working as expected. If not, the issue may lie between the email account and the phone provider, requiring further investigation.
Require assistance with that article?
- Only one specific reservation or all reservations?
- All form types or only confirmation letters?
- Do you know if your email settings have been verified and save in your system?
- Do you get an error?
- When you test an email, does the sent email show in your Email Account’s Sent folder?
Providing responses to the following questions in your ticket could expedite your resolution.
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