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.
Error 4476 is a specific error code that may appear when SMS messages fail to send, often due to issues like incomplete 10DLC registration or unsupported number setups.
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.
Specific error codes, such as Error 4476, may indicate issues like incomplete 10DLC registration or unsupported number setups.
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.
Check 10DLC Registration Status: Navigate to Shop Settings > Integrations > Tekmessage tile. If the status shows "10DLC Pending," registration is still in progress. Once complete, the status will update to "10DLC – Verified".
- Unsupported Number Setup: Numbers hosted through certain carriers, such as Spectrum (which routes via Verizon’s network), or wireless numbers are not supported for Tekmessage texting. Consider switching to a supported non-wireless number or using one of Tekmetric’s free local texting numbers, which can be set up quickly and used immediately.