Question:

Why did my agency text message not reach a specific resident?

What can I check to see whether or not a resident should have received a message from my agency?

Answer:

There are a number of factors that determine whether or not a resident receives a message. Here are some things you can check:

1. Verify that the phone number (or the resident) is a member of the specific public or private groups associated with the Nixle message.
2. If any geo-filtering tools were used to send the message, make sure that the resident meets the criteria of the geographical area selected.
3. Make sure that the subscriber that missed the message has not opted out of receiving messages, and that they do not have a "quiet time" configured that would conflict with the message.
4. If a community message type was used, it will only reach those residents whose preferences include receiving community messages. By default, a resident is subscribed only for advisory and alert type messages when they register for Nixle.

If further troubleshooting is necessary, please email the Nixle Technical Support Team at securedesk@nixle.com and provide the phone number and the publication information related to your issue.