SMS Not Delivering
If your patients or clients are not receiving SMS messages from OzyOps, work through these checks in order.
Check 1: Did the Recipient Opt Out?
If someone texts STOP to your OzyOps number, they are automatically unsubscribed from all SMS. This is required by law and enforced immediately.
How to check:
- Go to Dashboard > Pipeline.
- Find the person's pipeline card.
- Look for "SMS Consent: Revoked" on the card.
- If consent is revoked, the Send SMS button will be disabled.
How to fix: The recipient must text START to your OzyOps number to re-opt in. You cannot re-enable SMS for someone who opted out -- they must do it themselves.
Check 2: Is Your SMS Cap Reached?
Each plan has a daily safety cap to prevent unexpected spikes:
| Plan | Daily SMS Cap |
|---|---|
| Starter | 100 SMS/day |
| Essential | 500 SMS/day |
| Professional | 2,000 SMS/day |
If you hit your daily cap, no more SMS messages will be sent until the next day.
How to check: Go to Settings > Billing and review your SMS usage for today.
Also check your monthly SMS allotment:
| Plan | Monthly SMS |
|---|---|
| Starter | 1,000 |
| Essential | 5,000 |
| Professional | 15,000 |
If you have used your monthly allotment, additional SMS is billed at the overage rate but should still send.
Check 3: Is the Phone Number Valid?
SMS can only be delivered to valid US mobile phone numbers. Common issues:
- Landline numbers cannot receive SMS. If the caller provided a landline, SMS will fail silently.
- Wrong number format -- The number must be a valid 10-digit US phone number.
- International numbers -- OzyOps SMS is currently US-only.
How to check: Open the call detail page and verify the phone number looks correct.
Check 4: Carrier Delays
SMS delivery is not always instant. Normal delivery time is 1-5 minutes, but carrier delays can occasionally extend this to 15-30 minutes.
If the recipient says they never received a text, ask them to:
- Wait 15 minutes.
- Check their spam/filtered messages folder.
- Search their messages for the OzyOps number.
Some phone carriers filter automated messages into a separate folder or mark them as spam.
Check 5: Is Your Subscription Active?
If your subscription is cancelled or past due, SMS sending may be blocked.
How to check: Go to Settings > Billing and look at your subscription status:
- Green (Active) -- SMS should be working.
- Yellow (Incomplete) -- Payment setup is pending. SMS may be blocked.
- Red (Past Due / Cancelled) -- SMS is blocked. Update your payment method to resolve.
Check 6: Notification Recipient Issues
If staff are not receiving notification SMS (emergency alerts, prescription notifications):
- Go to Settings > Notifications.
- Verify the phone number is correct for each recipient.
- Check that the correct notification types are enabled for each recipient.
- Make sure the recipient's phone can receive SMS (not a landline, has signal).
Still Not Working?
If you have worked through all the checks above and SMS is still not delivering:
- Note the recipient's phone number and the approximate time the SMS should have been sent.
- Check the pipeline card's activity trail -- look for
sms_sententries. If the entry exists, the system attempted to send the SMS. - Email support@ozyops.com with:
- Your business name
- The recipient's phone number
- The date and time the SMS should have been sent
- Which type of SMS (follow-up, confirmation, notification)
Our team will investigate the delivery failure with our SMS provider.
Common Questions
Can I resend a failed SMS? Currently, there is no manual resend button. The system will automatically retry scheduled SMS. For urgent cases, contact support.
Do SMS failures count against my limit? No. Only successfully delivered messages count toward your SMS allotment.
Why did my patient get a text days after the call? This is likely a Day 3 or Day 7 follow-up text. These are scheduled automatically after the initial call. See the SMS Usage FAQ for details on the follow-up schedule.