📵 Witlingo Troubleshooting Tips: Member Not Receiving Notifications….

If a community member is not receiving text messages, emails, or phone call notifications, please follow the steps below to help Witlingo support resolve the issue quickly.

Step-by-Step Checklist

First, before you go through the check list below, please do the following:

• (a) Double check that the phone number that is saved for the member is exactly the community member's phone number (for instance that digits were not inverted, typo made in the area code, etc.).
• (b) Make sure that you are not sending the exact same notification to the same members more than once in any given hour.  Notifications sent more than once in a given hour are blocked.  This is done to prevent spamming and other types of bad behavior.

Otherwise, here are some steps that should help you troubleshoot the issue of messages not delivered to community members.

1. Log in to your Witlingo Admin Dashboard

   • Navigate to the Channel Health Checker.

2. Check for Channel Issues

   • Look for the phone number under any of the following categories:

     • Invalid Phone Numbers

     • Out-of-Region Phone Numbers

     • Invalid Mobile Numbers

3. Check Opt-Out and Channel Preferences

   • • Residents Who Opted Out: If opted out: Have the resident text UNSTOP from their phone to the number your community uses for sending notifications.

     • Residents with Texting/Phone Disabled: If channel(s) are disabled, Check the resident’s profile and enable the appropriate channels (Text, Email, Phone Call) as requested.

4. Check for Phone-Level Blocking

   • Ask the resident if they might have blocked your community’s notification number on their device.

5. Contact Witlingo Support

   • If the issue persists, contact us and provide the following information:

     • A brief description of the issue

     • The resident’s phone number

     • The resident’s name

     • Your Witlingo admin username

   • The date and time the notification was sent

   • A copy of the notification content

This information will help us investigate and resolve the issue promptly.