Troubleshooting - Text Messages, Student Not Receiving Your student needs to update their phone's text settings
Issue 1) 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."
Issue 2) You text a student through CounselMore and they never receive it.
Solutions:
- Your student should send messages as an iMessage rather than an SMS.
- Have them try checking their phone Settings > Messages > turn on Send as SMS.
- Also, Settings > Messages > turn on MMS Messaging
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.