If your customers aren’t receiving text reminders, there are a few things to check on your own before you reach out to our team.
If a specific customer isn't getting texts
1) Make sure their number was entered correctly
You can double check their phone number from the Customers tab. If it’s wrong, ask them to re-subscribe with their correct number. You cannot update customer details from your end.
2) Verify they are subscribed
Customers can unsubscribe anytime by texting back “UNSUB [storefront name]” to any notification. If you see that they're unsubscribed, invite them to re-subscribe by clicking 'Never miss a drop' on your storefront. Or, send them your SMS signup link from _____.
3) Verify they haven't blocked Hotplate's number
If a customer relies to any notification with "STOP," this totally blocks them from receiving any further messages from that number. They can fix this by texting "START" to +18338474370.
If their phone or network has spam filters, having them save the number as a contact can also help make sure it doesn't get blocked.
4) Make sure the customer is receiving other texts
Sometimes, a bigger problem with the customer’s network carrier can mean they’re not getting texts from anyone, including Hotplate.
If your drop text didn't go out (to anyone)
1) Confirm that your drop isn’t set to Private
Go to the Summary tab of your drop. When Drop visibility is set to Private, the drop text gets disabled.
2) Confirm that you didn’t manually disable the drop text
On the Summary tab of your drop, check that the drop text isn't disabled.
3) Confirm you created a new event
The drop text is only sent once per drop. If you re-opened a drop that had already gone live, Hotplate will not send another drop text. You can manually send a text blast to your subscribers, though.
If issues persist
Lots of factors like cell carriers, mobile devices, and network outages can affect whether or not text messages deliver. Email our team at [email protected] and we’ll be happy to look into it for you!