Customer Not Receiving Confirmation Texts

Steps

1.    Go to Settings → Email or Texts

2.    Confirm the text automation is toggled ON

If the text automation is toggled ON, confirmation texts should be working.


Important: Customers must check the SMS opt-in box at checkout in order to receive texts. If they do not opt in, BRS cannot legally send SMS messages to them.


3.    Go to Orders → Customers and find the customer's profile

4.    Confirm the customer has a valid, correctly formatted mobile phone number on file.

5.    Test whether texts are working by creating a manual order for yourself using your own phone number and confirming whether the text sends.

  1. If the automation is ON, the customer has a valid phone number, and your test text still does not send, contact BRS support.

Before Contacting Support, Check
  • The phone number includes the correct area code
  • The phone number is a mobile number (not a landline)
  • The order was fully submitted/confirmed
  • The customer opted in to SMS at checkout
  • Your manual test order did not send a text

Common Causes
  • Text automation is toggled off
  • Customer profile is missing a phone number
  • Phone number is formatted incorrectly
  • Customer did not check the SMS opt-in box at checkout