--- title: Troubleshoot - Text Messages, Student Not Receiving description: "Troubleshooting - Text Messages, Student Not Receiving \nYour student needs to update their phone's text settings" --- [Skip to content](https://helpdesk.counselmore.com/troubleshooting-text-messages-student-not-receiving#main-content) English Show submenu for translations [![CounselMore College Planning Software Knowledge Base](https://helpdesk.counselmore.com/hs-fs/hubfs/logos/CMLogo_CCS_wide_trans-w2000-1.gif?width=1116&height=125&name=CMLogo_CCS_wide_trans-w2000-1.gif)](https://helpdesk.counselmore.com/?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations Select below, or search by topic - There are no suggestions because the search field is empty. 1. [Knowledge Base : CounselMore Support](https://helpdesk.counselmore.com/?hsLang=en) 2. [MEMBER BENEFITS](https://helpdesk.counselmore.com/member-benefits?hsLang=en) 3. [Customer Service Support](https://helpdesk.counselmore.com/member-benefits?hsLang=en#customer-service-support) # 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](http://www.apple.com/quicktime/download) to download the free player or upgrade your existing QuickTime Player. 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