1. Verify Alert Activation
2. Validate Alert Configuration
3. Confirm Phone Status
4. Send a Test Message
5. Examine Carrier Restrictions
6. Review Content Guidelines
7. Why did my text alerts stop?

If you’re not receiving text alerts, try these troubleshooting steps:

1. Check That Rules Are Turned On: Make sure your text alerts are turned on. To do this, go to the Mobile Text Alerts for Gmail Dashboard. If alerts are off, you will not get important notifications about your email. This can happen if you changed your settings, your Gmail was de-authorized, or your subscription ended. Check your alerts to avoid missing messages.
   
2. Check Alert Rule: Make sure your text alerts are set up correctly and are working.
   To check if your rules are set up right, do the following:
   1. Go to the Mobile Text Alerts for Gmail Dashboard.
   2. Look over your rules to make sure they are correct.
   3. Click the List Text Messages button. This will show a list of message emails that match your rules and are supposed to be sent to your mobile phone number. You can also go directly to this page: https://www.cloudhq.net/main_save_to_sms.
      1. If your expected message is on this list, but you did not get it on your phone, the problem might be with your phone or your mobile provider. In this case, go to the next step (Confirm Phone Status and Send a Test Message.
      2. If your message is not on the list, your rules are not set up correctly. So edit your rules – it might be that “From” is not correct, it might be that subject is not correct, etc.



3. Confirm Phone Status: If you verified that message is sent (see the list here: List Text Messages), then make sure your phone number is operational. If your phone is not connected, it might be the source of the problem.
4. Send a Test Message: It might be that your phone number is blocking or silencing text messages. So try sending a test message by following the instructions from support note: How to send a text message to your phone or a team member’s phone number.
   
   If your test message is delivered, the issue might be that your provider is blocking some keywords. Please email us at support@cloudhq.net and tell us which messages were delivered and which were not. We may need to update the filters for your account.
5. Examine Carrier Restrictions: If you verified that message is sent (see the list here: List Text Messages), then check for restrictions on messages from unfamiliar or system-generated numbers. Attempt to send a message to a number that previously sent you a confirmation code.
6. Review Content Guidelines: Ensure your emails don’t contain content that violates S.H.A.F.T. (sex, hate, alcohol, firearms, and tobacco) guidelines, as this could block text delivery. For more details, refer to our troubleshooting guide: Troubleshooting “ERROR: Unable to deliver message” errors..

Why did my text alerts stop?

Start by checking these causes:

1. Gmail is no longer authorized. cloudHQ can’t read new emails when your Google account has been de-authorized, which can happen after a password change or a revoked permission. That stops the alerts. Open the Mobile Text Alerts for Gmail dashboard. Should you see a message asking you to authorize your Gmail account, click Authorize.
2. You reached the limit of the Free plan. Only a limited number of text alerts comes with the Free plan. Once you pass that number, alerts stay paused until you upgrade.
3. Too many texts to one phone. There is a limit on how many text messages one phone number can receive in a day. When a phone number reaches the limit, cloudHQ combines the extra alerts, up to 5 emails in one text message, until the count drops again. The dashboard shows a banner that lists the throttled phone numbers. Tighten your rules so that only important emails get texted.
4. You replied STOP. If you reply STOP, DISABLE, PAUSE, PAUSE ALERTS or UNSUBSCRIBE to an alert, cloudHQ turns off the alert rule that sent it and answers “SMS Alerts disabled”. To get those alerts again, turn the rule on in the Mobile Text Alerts for Gmail dashboard. If alerts still do not arrive after a STOP reply, reply START from that phone.
5. Your carrier blocks the number. See Examine Carrier Restrictions above.

To see if cloudHQ tried to text you, open the dashboard and click List Text Messages. If the email appears in the list, the text went out, so check your phone and your carrier. If there is no entry for it, go through your rules.

The number that sends the text can change, which means the From number may not be the same from one alert to the next.

A temporary problem with our SMS provider can delay texts as well. This does not touch emails in Gmail, so keep Gmail notifications turned on for your phone as a backup.