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Troubleshoot - Text Messages, Student Not Receiving

Troubleshooting - Text Messages, Student Not Receiving Your student needs to update their phone's text settings

Issue 1) You text a student through CounselMore and they never receive it.  

Solutions:

  • Your student should set messages as an iMessage rather than an SMS.
    • Settings > Messages >  turn on MMS Messaging
    • Also, Have them try checking their phone Settings > Messages > turn on Send as SMS.

Still no luck? Gather the following information about your student's phone:

  • Phone model
  • Version of iOS or Android
  • Cell phone carrier 

Contact support@counselmore.com including the information above and a summary of what's happening. 

NOTE : To prevent CounselMore emails from being marked as Spam, add "notifications@counselmore.com" to your email address book.

 
 

Issue 2) Picture or video message was sent - Sometimes a new student with an iPhone will text you for the first time and you receive this message:

"You have a new text message from {Student Name}: This picture message or video message was sent using Multimedia Messaging Service. To play video messages sent to email, Apple QuickTime 6.5 or higher is required. Visit www.apple.com/quicktime/download to download the free player or upgrade your existing QuickTime Player. Note: During the download process when asked to choose an installation type (Minimum, Recommended or Custom), select Minimum for faster download."