Customer did not receive a ConciergeSMS message
Issue
The customer did not receive a Concierge SMS message
Environment
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
Resolution
Verify the customer's phone number
Ensure the customer's phone number is correct and uses a valid +1 mobile phone (US or Canada). Concierge SMS only supports messaging to mobile numbers within these countries. Customers that are outside of North America will not be able to receive messages.
Refer to Updating customer information for guidance on checking or editing phone numbers.
Verify the time the action was completed
Recharge sends SMS messages only between 8 AM and 8:30 PM in the customer's local time zone, determined by the phone number's area code.
If the action that triggers the message (e.g., a welcome SMS after a new checkout order) occurs outside of these hours, the message will not be sent.
Verify the customer has a unique phone number
Ensure that the same phone number is not being used on multiple customer accounts. If multiple customer accounts contain the same phone number, outbound messages will not be sent.
To see check if a phone number is used for multiple accounts:
- Export the Customers export.
- Search through the export or use functions in Excel or Google Sheets to highlight duplicate phone numbers.
If there are multiple accounts associated with the number, work with the customer to decide which account should keep the number and which should be changed.
Refer to Updating customer information or How to update customer information in bulk for guidance on checking or editing phone numbers.
