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Why aren't my messages being delivered?

Avatar
Veronica D. Joseph
Customer Support

For district and school admins with Remind Hub. 

Every Remind member can receive messages via the Remind app, email, and/or text. Community members can decide how they want to receive messages by making updates to their notification preferences at any time. 

If you sent a message to someone and they did not receive it, we recommend reviewing the reachability icons on their profile so you can learn how you can best reach them. Depending on what devices they have connected and enabled notifications for on their account, their reachability status will either be Instantly Reachable, Only reachable via Email, or Unreachable. 

We recommend encouraging all your members to download the Remind app and enable push notifications to ensure they receive your message immediately, and to track how many people read your message.  

This article contains the following sections:

  • Reachability status
  • How to access reachability information

Reachability status

The possible message notification statuses an individual can have on their profile are shown in the table below. 

mceclip2.png - This symbol indicates notifications are turned on 

mceclip3.png - This symbol indicates notifications are turned off

Reachability Status

Meaning & Recommendations

instantly_reachable_icon.pngInstantly Reachable

Ex. 1Image_1.png

Ex. 2Image_2.png

Ex. 3 Image_3.png

Ex. 4 Image_4.png

Ex. 5 Image_5.png

Ex. 6 Image_6.png

  • The individual is receiving messages via the Remind app and/or text 
  • If their app icon is disabled, it is because they aren't signed in to the app, they don't have push notifications enabled, or they don't have the app yet
  • If the text message icon is disabled, the individual has opted out of receiving text messages, or they don't have a phone number connected to their account 
  • If their email icon is disabled, they may have  opted out of receiving emails, or they don't have an email connected to their Remind account
  • We recommend they have notifications enabled for the Remind app and/or their phone number

Only_reachable_by_email_icon.pngOnly reachable via Email

Image_7.png

  • The individual is only receiving messages via email
  • We recommend they download the Remind app and/or add a phone number to their account and enable notifications


Unreachable_icon.pngUnreachable

Image_8.png

  • The individual doesn't have notifications enabled for the phone and/or email connected to their account, or they don't have a device associated with their account 
  • They may have also unsubscribed from Remind emails or texts and are no longer receiving messages
  • We recommend asking them to review their notification preferences and enabling notifications for the app, text, and/or email
  • You can also add a device to their account from your admin dashboard

Return to top


How to access reachability information 

  1. Click on the school you manage from the left navigation menu. 
  2. Click on the People tab. 
  3. Select the name of the individual who did not receive your message. 
  4. Review the reachability status for their Remind app, phone, and email.

mceclip1.png

Tips:

  • Click Text Messages or Email to expand the Contact information section of an individual's profile to view the phone number and/or email linked to their account, and learn which devices have notifications turned off.
  • Individuals with only a landline linked to their account will be shown as being unreachable by text message.
  • If a person already has the Remind app but is still not getting messages, we recommend they delete their app and download it again to ensure they have the latest app.

Return to top

Related articles

  • I'm not receiving messages
  • How do I change my notification preferences?
  • How do I submit a request to join a class?
  • I can't find an unread message/notification
  • How can I set a preferred language for my class participants?

Can’t find what you’re looking for? Get in touch!

  1. Help Center
  2. Troubleshooting
  3. Messages

Why aren't my messages being delivered?

Avatar
Veronica D. Joseph
Customer Support

For district and school admins with Remind Hub. 

Every Remind member can receive messages via the Remind app, email, and/or text. Community members can decide how they want to receive messages by making updates to their notification preferences at any time. 

If you sent a message to someone and they did not receive it, we recommend reviewing the reachability icons on their profile so you can learn how you can best reach them. Depending on what devices they have connected and enabled notifications for on their account, their reachability status will either be Instantly Reachable, Only reachable via Email, or Unreachable. 

We recommend encouraging all your members to download the Remind app and enable push notifications to ensure they receive your message immediately, and to track how many people read your message.  

This article contains the following sections:

  • Reachability status
  • How to access reachability information

Reachability status

The possible message notification statuses an individual can have on their profile are shown in the table below. 

mceclip2.png - This symbol indicates notifications are turned on 

mceclip3.png - This symbol indicates notifications are turned off

Reachability Status

Meaning & Recommendations

instantly_reachable_icon.pngInstantly Reachable

Ex. 1Image_1.png

Ex. 2Image_2.png

Ex. 3 Image_3.png

Ex. 4 Image_4.png

Ex. 5 Image_5.png

Ex. 6 Image_6.png

  • The individual is receiving messages via the Remind app and/or text 
  • If their app icon is disabled, it is because they aren't signed in to the app, they don't have push notifications enabled, or they don't have the app yet
  • If the text message icon is disabled, the individual has opted out of receiving text messages, or they don't have a phone number connected to their account 
  • If their email icon is disabled, they may have  opted out of receiving emails, or they don't have an email connected to their Remind account
  • We recommend they have notifications enabled for the Remind app and/or their phone number

Only_reachable_by_email_icon.pngOnly reachable via Email

Image_7.png

  • The individual is only receiving messages via email
  • We recommend they download the Remind app and/or add a phone number to their account and enable notifications


Unreachable_icon.pngUnreachable

Image_8.png

  • The individual doesn't have notifications enabled for the phone and/or email connected to their account, or they don't have a device associated with their account 
  • They may have also unsubscribed from Remind emails or texts and are no longer receiving messages
  • We recommend asking them to review their notification preferences and enabling notifications for the app, text, and/or email
  • You can also add a device to their account from your admin dashboard

Return to top


How to access reachability information 

  1. Click on the school you manage from the left navigation menu. 
  2. Click on the People tab. 
  3. Select the name of the individual who did not receive your message. 
  4. Review the reachability status for their Remind app, phone, and email.

mceclip1.png

Tips:

  • Click Text Messages or Email to expand the Contact information section of an individual's profile to view the phone number and/or email linked to their account, and learn which devices have notifications turned off.
  • Individuals with only a landline linked to their account will be shown as being unreachable by text message.
  • If a person already has the Remind app but is still not getting messages, we recommend they delete their app and download it again to ensure they have the latest app.

Return to top

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Related articles

  • I'm not receiving messages
  • How do I change my notification preferences?
  • How do I submit a request to join a class?
  • I can't find an unread message/notification
  • How can I set a preferred language for my class participants?

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