> For the complete documentation index, see [llms.txt](https://answeringservicecare.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://answeringservicecare.com/docs/help-center/troubleshooting/overview/message-delivery-issues.md). # Message delivery issues What to check when a contact isn't receiving SMS or email notifications from ASC. Use this page when you or one of your on-call contacts isn't receiving the SMS or email notifications ASC sends. ### A contact isn't receiving texts Start with these checks on your own account: * **Confirm the number.** Open the **On-call calendar**, find the contact, and check the mobile number is correct and current. * **Check for an opt-out.** If the contact ever replied **STOP** to a text, the carrier blocks further messages until they reply **START**. Have them text **START** to re-enable delivery. * **Confirm the delivery method.** Make sure the contact is set to receive text notifications. If the number is correct, the contact hasn't opted out, and texts still aren't arriving, contact ASC with the affected number and the approximate time so we can investigate delivery on our side. ### A contact isn't receiving emails * **Confirm the address.** Check the email address on the contact is spelled correctly. * **Check spam and filters.** Ask the contact to look in their spam or junk folder and to allow email from ASC. * **Confirm the delivery method.** Make sure the contact is set to receive email notifications. If the address is correct and emails still aren't arriving, contact ASC and we'll look into it. ### When to contact ASC Reach out through the Help Center when: * the contact's number or email is confirmed correct, * the contact hasn't opted out, and * messages still aren't arriving. Include the affected contact and the approximate date and time, and ASC will trace the delivery for you. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://answeringservicecare.com/docs/help-center/troubleshooting/overview/message-delivery-issues.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.