Participants are not receiving text messages?
Registration Settings
Firstly check that phone number is enabled in Setup > Registration. Phone number must be enabled for participants to have the option to receive messages via text.
Preferred Contact - Email or SMS?
Email is the default on most campaigns, unless a participant have opted in to receiving notifications via text.
Check the participant's preferred channel of communication in Participants.
A participant's preferred contact can be changed via a volunteer account (Guests, search the guest name) or they can change it themselves via My Account.
Notification Report
Download the report to see all messages sent in the campaign. If the report shows sent text messages it is likely that the participant on your campaign has unsubscribed from GalaBid in the past.
Unsubscribed Participant
To resubscribe, the participant can text START to the number in use for your campaign.
To find out if any participant has unsubscribed login into a Volunteer Account, click Guests, search the guest name and view their subscription status.
Instruct the participant/guest to resubscribe by texting START to the number in use for your campaign. See this screenshot to see where the number in use on your campaign is visible next to the participant's status.
You can also find the number in use on your campaign in Setup > General > Advanced Options.
Cell Phone Carrier Issue
Another reason a participant(s) is not receiving the text may be due an issue with their cell phone carrier. In this case, the participant can click on my Account when logged into a campaign and uncheck the box to receive notifications via text. Subsequent notifications will be sent via email.
Using a volunteer account a campaign administrator can also edit the participant's details to change their preference from receiving notifications via text message to email by unchecking the text notifications box.
Check Setup > Registration to see if email is enabled on your campaign.
Text Message Service Provider
Lastly if multiple participants are not receiving text messages make contact with our support team. GalaBid utilises two different text message service providers to receive and deliver text messages to participants. There may be an issue/outage with the one your campaign is set to. Our support team can investigate and switch your campaign over to the alternative provider.
