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.

 

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Step-by-step instructions

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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 

 

Please note:

You must be logged into your CORE Account to check this. 

 

 

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. 

 

 

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 for further information.

 

 

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 for further information. 

 

 

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

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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 [email protected] so our team can investigate the SMS notification issue in detail.

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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.