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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. 

Users must have a role in Remind to receive messages. If their role is student, they must have their birthdate listed in Remind. Students under 13 can't send messages, and people can't send them direct messages. Students under 13 can receive class-wide, school-wide, and district-wide announcements.

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
  • User roles
  • Student birthdates

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


User roles

Ensure that everyone has a role. Filter the People list at a school to No role.

  1. Click on the name of the school in the left navigation panel.
  2. Click on the People tab.
  3. Click on the role filter.
  4. Mark No role.

Admin - School - People - No role.png

Change the role of each person on the list. If they don't belong, remove them from the school.

  1. Click on the name of a person.
  2. Click on the three dots in the box on the right. 
  3. Choose Change role.                                                                             Admin - School - People - 3 dots - Change Role.png
  4. You will see the various roles available that can be assigned. Admin - School - People - ChangeRole.png
  5. Mark the appropriate roles. Students can only have one role, but you can assign multiple roles to others. For more information about roles, please review this article: What are all the roles in Remind?
  6. Click the Change role button.                                   Admin - School - People - ChangeRoleCheckboxes (1).png

If you can't confirm that the person has a role in your school community, you can remove them from the school. 

  1. Click on the name of a person.
  2. Click on the three dots in the box on the right. 
  3. Choose Remove from school.                                                                  Admin - School - People - 3 dots - Remove.png

For more information about removing people from your school, and how to do it in bulk, please check out this article: How can I remove people from my school?

Return to top


Student birthdates

If you are not rostering students through our SIS Sync process, students are prompted to add their age.

Birthday (1).png

If this step is bypassed, they will be treated as under 13. This means that they can't send messages or receive direct messages. For more information about the COPPA laws protecting children, please read this article: COPPA - Students under 13.

Return to top

 

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Related articles

  • How do I change my notification preferences?
  • I'm not receiving messages
  • How are people receiving my messages?
  • How can I see my message delivery summary?
  • How do I change a participant's contact information?

Related articles

  • How do I change my notification preferences?
  • I'm not receiving messages
  • How are people receiving my messages?
  • How can I see my message delivery summary?
  • How do I change a participant's contact information?

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. 

Users must have a role in Remind to receive messages. If their role is student, they must have their birthdate listed in Remind. Students under 13 can't send messages, and people can't send them direct messages. Students under 13 can receive class-wide, school-wide, and district-wide announcements.

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
  • User roles
  • Student birthdates

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


User roles

Ensure that everyone has a role. Filter the People list at a school to No role.

  1. Click on the name of the school in the left navigation panel.
  2. Click on the People tab.
  3. Click on the role filter.
  4. Mark No role.

Admin - School - People - No role.png

Change the role of each person on the list. If they don't belong, remove them from the school.

  1. Click on the name of a person.
  2. Click on the three dots in the box on the right. 
  3. Choose Change role.                                                                             Admin - School - People - 3 dots - Change Role.png
  4. You will see the various roles available that can be assigned. Admin - School - People - ChangeRole.png
  5. Mark the appropriate roles. Students can only have one role, but you can assign multiple roles to others. For more information about roles, please review this article: What are all the roles in Remind?
  6. Click the Change role button.                                   Admin - School - People - ChangeRoleCheckboxes (1).png

If you can't confirm that the person has a role in your school community, you can remove them from the school. 

  1. Click on the name of a person.
  2. Click on the three dots in the box on the right. 
  3. Choose Remove from school.                                                                  Admin - School - People - 3 dots - Remove.png

For more information about removing people from your school, and how to do it in bulk, please check out this article: How can I remove people from my school?

Return to top


Student birthdates

If you are not rostering students through our SIS Sync process, students are prompted to add their age.

Birthday (1).png

If this step is bypassed, they will be treated as under 13. This means that they can't send messages or receive direct messages. For more information about the COPPA laws protecting children, please read this article: COPPA - Students under 13.

Return to top

 

Was this article helpful?
Yes No
103 out of 338 found this helpful

Why wasn’t this article helpful?

Loader

Related articles

  • How do I change my notification preferences?
  • I'm not receiving messages
  • How are people receiving my messages?
  • How can I see my message delivery summary?
  • How do I change a participant's contact information?

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