--- title: Members Not Receiving SMS description: SMS --- [Skip to content](https://support.hapana.com/kb/article/818#main-content) English Show submenu for translations [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png)](https://info.hapana.com/en?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) Hapana Help | Find answers here - There are no suggestions because the search field is empty. 1. [Hapana Knowledge Base](https://support.hapana.com/?hsLang=en) 2. [Member Management](https://support.hapana.com/member-management?hsLang=en) 3. [Other](https://support.hapana.com/member-management?hsLang=en#other) # Members Not Receiving SMS ## Overview If your members are experiencing issues receiving SMS' such as waitlist SMS, there are several troubleshooting steps that you can take to identify the cause.    **Important:** It is important to note that the location configuration needs to have "SMS Credits" enabled in Location Setting by the Hapana team in order to use the SMS feature. Please contact the Hapana team for assistance.   --- ## Step-by-step instructions --- ### Step 1: Check that you have sufficient SMS Credits 1. Click your **Location Name** at the top of the dashboard 2. Go to **Account Settings \> SMS Credits** 3. This will display how many SMS Credits have been used Alternatively you can check if you have SMS Credits by following this link: [https://core.hapana.com/?route=dashboard/trainer/billingsdisplay](https://core.hapana.com/?route=dashboard/trainer/billingsdisplay)    **Please note:** You must be logged into your CORE Account to check this.    ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759445162402_bf1d663d_image-20250620144855-1-1.png?width=2922&height=850&name=1759445162402_bf1d663d_image-20250620144855-1-1.png)   Ensure your team are notified when SMS Credits get low in order to purchase more SMS credits. This email notification setting can be configured in **Team Settings \> Team Access Group \> Select relevant Team Access Group \> Access \> Allow to receive "SMS running low" notifications.**    ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759445164551_fc603f7f_image-20250626104144-1-1.png?width=699&height=136&name=1759445164551_fc603f7f_image-20250626104144-1-1.png) ### Step 2: Check Communication Blackout Times 1. Click your **Location Name** at the top of your dashboard 2. Go to **Account Settings \> Configurations** 3. Scroll to **Custom Emails Triggered by Hapana** \> Click **Edit** 4. Find the **cogwheel icon** labeled **Email Configurations** 5. Locate the **Blackout Time** section Please see our [How to Set Up Your Email Configurations and Communication Blackout Times article](https://support.hapana.com/kb/article/691-how-to-set-up-your-email-configurations-and-communication-blackout-times/?hsLang=en) for further information.   ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759445166331_a1d115f8_image-20250620145459-2-1.png?width=2048&height=1273&name=1759445166331_a1d115f8_image-20250620145459-2-1.png)   ### Step 3: Check communication preferences 1. Click your **Location Name** at the top of your dashboard 2. Go to **Account Settings \> Configurations** 3. Scroll to **Custom Emails Triggered by Hapana** \> Click **Edit** 4. You’ll see three options for each trigger: - **Email** - **SMS** - **Push** **Green = ON** **Red = OFF**   Please see our [Create client groups and send bulk messages (email, SMS, push) article](https://support.hapana.com/kb/article/719-create-client-groups-and-send-bulk-messages-email-sms-push/?hsLang=en) for further information.    ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759445169053_da03f531_image-20250620150155-3-1.png?width=2048&height=1273&name=1759445169053_da03f531_image-20250620150155-3-1.png)   ### Step 4: Ensure that members contact information is correct 1. Go to the **Clients** section 2. Find the relevant client profile 3. Ensure members contact information is correct --- ## Expected outcome Once you follow these troubleshooting steps, you should be able to identify the cause of why members are not receiving SMS. If you are still experiencing issues, please reach out to our support team via [support@hapana.com](mailto:support@hapana.com) so our team can investigate the SMS notification issue in detail. --- ## FAQs **Q: What happens when I run out of SMS credits?** A: Messages won’t send unless you purchase additional credits from your Billing section. **Q. Do SMS Credits expire?** A: The credits your account qualifies for do not roll over to future months and accumulate. However, purchased SMS credits have no expiration date and there do not expire. **Q: How to buy additional SMS Credits?** A: SMS Credits can be purchased within **Account Settings \> SMS Credits.**  - [Member Management](https://support.hapana.com/member-management?hsLang=en#main-content) - [Account Settings](https://support.hapana.com/member-management?hsLang=en#account-settings) - [Client Accounts](https://support.hapana.com/member-management?hsLang=en#client-accounts) - [Edit Profile](https://support.hapana.com/member-management?hsLang=en#edit-profile) - [Retail Configurations](https://support.hapana.com/member-management?hsLang=en#retail-configurations) - [Other](https://support.hapana.com/member-management?hsLang=en#other) - [Schedule](https://support.hapana.com/member-management?hsLang=en#schedule) - [Client Page](https://support.hapana.com/member-management?hsLang=en#client-page) - [General](https://support.hapana.com/member-management?hsLang=en#general) - [Reporting](https://support.hapana.com/member-management?hsLang=en#reporting) - [Retail Dashboard](https://support.hapana.com/member-management?hsLang=en#retail-dashboard) - [Team Settings](https://support.hapana.com/member-management?hsLang=en#team-settings) - [Hapana Member Access Control (MAC) Doors](https://support.hapana.com/member-management?hsLang=en#hapana-member-access-control-mac-doors) - [Cash Drawer](https://support.hapana.com/member-management?hsLang=en#cash-drawer) - [Marketing Solutions](https://support.hapana.com/marketing-solutions?hsLang=en#main-content) - [App](https://support.hapana.com/marketing-solutions?hsLang=en#app) - [Contacts](https://support.hapana.com/marketing-solutions?hsLang=en#contacts) - [Marketing](https://support.hapana.com/marketing-solutions?hsLang=en#marketing) - [Conversations](https://support.hapana.com/marketing-solutions?hsLang=en#conversations) - [Settings](https://support.hapana.com/marketing-solutions?hsLang=en#settings) - [Automations](https://support.hapana.com/marketing-solutions?hsLang=en#automations) - [Branded Solutions](https://support.hapana.com/branded-solutions?hsLang=en#main-content) - [Branded App](https://support.hapana.com/branded-solutions?hsLang=en#branded-app) - [Branded Kiosk](https://support.hapana.com/branded-solutions?hsLang=en#branded-kiosk) - [Hapana Hub](https://support.hapana.com/hapana-hub?hsLang=en) - [Website Embed Widgets](https://support.hapana.com/website-embed-widgets?hsLang=en) - [About us](https://hapana.com/about-us/) - [Careers](https://hapana.com/careers/) - [Contact us](https://hapana.com/contact-us/) - [Privacy policy](https://hapana.com/privacy-policy/) - [Terms & conditions](https://hapana.com/terms-and-conditions/) [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png "email-logo.png")](http://hapana.com?hsLang=en) Copyright © 2025, Hapana