If you or your customers are not receiving text notifications from Tekmetric, it's often due to carrier-related issues or incorrect account settings. This guide will help you troubleshoot and resolve the problem.
Step 1: Verify Account Information (Employee Accounts & Customers)
First, ensure the correct phone number is entered in the Tekmetric account.
- Click on your initials in the top-right corner of the screen.
- Select Account Settings.
- Confirm the phone number is accurate. If not, edit it and click Save.
Step 2: Customer-Facing SMS Troubleshooting
If your customers are not receiving SMS messages, their mobile carrier may be blocking the Tekmetric numbers.
- Verify with the Customer: Confirm that the customer is not receiving messages and ask what mobile carrier they use.
- Use Reactivation Codes: Have the customer text "START," "YES," and "UNSTOP" to the Tekmetric numbers (832) 263-1018 and (256) 633-5094. This will signal to the carrier that they want to receive notifications from these numbers.
Step 3: Check Your Shop's Tekmessage Configuration
Your shop's settings can also impact message delivery.
- 10DLC Registration: For all U.S. shops, your Tekmessage phone number must be registered for 10DLC (10-digit long code). Unregistered numbers are frequently blocked by mobile carriers.
- Alternative Number: If the Tekmetric numbers are continuously blocked, your shop can sign up for a dedicated Tekmessage number (included with the Scale plan). This provides a separate number for your shop's communications that may not be subject to the same carrier blocks.