A text message did not send

Texts go through your own Twilio account, so most problems are a small detail in the Twilio details, a customer's phone number, or a setting that is off. Work down this list.

If your test text fails

Open Settings → Texting, type your own number under Send a test SMS to and press Send Test. You will see Sent or a failure.

1. A box is empty. You get Twilio isn't configured yet. Fill in the Account SID, Auth Token and From Number, then save.
2. A detail is typed wrong. The Account SID starts with AC. The Auth Token must have no spaces. The From Number needs a plus sign and country code, for example +19025550123.
3. Twilio is still a trial account. It can only text numbers you verified in Twilio. Add credit to upgrade it.
4. Look at Twilio. In the Twilio Console open Monitor → Logs → Messaging. It states the exact reason a message was refused.

If reminders or birthday texts do not arrive

1. Tick Enable SMS notifications, and also the separate tick for the text you want (booking reminders, vaccination reminders or birthday greetings). Each is off until you turn it on.
2. The customer needs a phone number on their account. A 10 digit number is treated as a Canada or US number. Other countries need the country code.
3. Booking and vaccination texts go out only after that customer's reminder email was sent, with the daily early morning run.
4. Some phones never get texts from a local number because carriers filter business texts. A verified toll-free number is more reliable. See Text messages (Twilio).
5. If a customer replied STOP, Twilio will no longer text them from your number.

If the Text Payment Link button is missing or does nothing

• Turn on Two-Way Texting in Settings → Features and press Save Features.
• The button shows only on unpaid card bookings, and only to staff who may mark bookings paid and send payment links.
• The customer needs a phone number, and card payments must be connected. If any of these is missing the page reloads with no message, so check them one by one.

If customers' replies do not show up

Two-Way Texting must be on. In the Twilio Console, your number's A Message Comes In webhook must be exactly the address Dogly shows under Settings → Texting. A single wrong character makes Dogly refuse the message.

Related: Turn on text messages, Customer messages and texts.

Still stuck? Open More → Dogly Support and tell us what the test text said, and the first four digits of your Twilio Account SID (never your Auth Token). A screenshot helps.