Overview

If your property's notifications number has been verified and a technician is still not receiving emergency text messages, there are a few common settings to check. Most issues are caused by notification preferences, incorrect contact details, or device-level call screening settings, phone carrier filtering, blocked numbers, or subscription status with the property’s dedicated, SMS number.

This guide walks through what to verify so emergency alerts are delivered on time.

How to Troubleshoot (complete in order)

1. Check Account and Notification Settings

Make sure the technician is opted in to receive alerts and has a valid phone number on their profile.

In Call Complete

1. Go to Profiles

2. Open the technician’s user profile

3. Confirm a phone number is added correctly

4. Turn on Phone and Text Notifications

5. Enable Emergency Maintenance Notifications

In Call Management

1. Go to Settings

2. Open the technician’s user profile

3. Select the Notifications tab

4. Opt in to receive alerts

2. Check the technician’s phone and device settings

On the technician’s device:

• Make sure messages from unknown numbers are allowed

• Check SMS and notification settings

• Review spam or filtered message folders

• Confirm the alert phone number is not blocked

• Save the property’s alert number as a contact

• Check with the mobile carrier for restrictions on automated messages

3. Re-subscribe to SMS notifications (important)

If the emergency call was received but no text came through:

1. Open the Messages app

2. Text SUBSCRIBE to the property’s dedicated SMS number

What to expect:

• If you receive a confirmation message, you’re successfully subscribed

• If you don’t receive a confirmation, reply SUBSCRIBE a second time

If there is still no confirmation message:

• Take a screenshot showing both SUBSCRIBE attempts

• Proceed to submitting a support ticket

Important iPhone setting for emergency calls (iOS 18+)

What this is

On iOS 18 and newer, Apple includes call screening options at:
Settings → Phone → Screen Unknown Callers

One option, Ask Reason for Calling, can intercept calls from unsaved numbers before the phone rings.

Why this affects emergency alerts

Call Complete relies on immediate call delivery to trigger:

• Emergency alerts

• After-hours call routing

• SMS notifications tied to incoming calls

If Ask Reason for Calling is enabled:

• Calls may be delayed

• Emergency calls may not ring right away

• SMS alerts may not trigger

• Calls may appear missed or screened

This can look like a system issue, but it’s caused by the phone’s call screening setting.

Required setting for emergency call recipients

For anyone responsible for emergency or after-hours calls:

Recommended setting:
Screen Unknown Callers → Never

This ensures:

• Calls ring immediately

• Emergency workflows aren’t interrupted

• Alerts and notifications work as expected

Note: Call screening behavior is controlled by Apple and cannot be overridden by the app or messaging provider.

⚠️ Check for call-blocking or call-filtering apps

Some devices use call-blocking or call-filtering apps that can prevent emergency calls or SMS alerts from being delivered.

Call Protect is one common example. It is a free app available to postpaid wireless customers on iOS and Android and may be enabled by default. While often associated with carriers, it is an end-user feature that can:

• Automatically block known fraudulent calls

• Flag or silence suspected spam calls

• Temporarily block numbers reported by the user

If emergency calls or texts are not being received, we recommend:

• Confirming whether Call Protect or a similar app is enabled on the affected device or phone number

• Contacting the mobile provider to verify whether calls are being filtered or blocked at the device or carrier level

Additionally, we recommend registering the affected phone numbers with the Free Caller Registry:
👉 https://freecallerregistry.com/fcr/

This registry shares call identity data with major carriers. While registration does not guarantee immediate resolution, it can help reduce improper call blocking over time.

Note: If the user has already confirmed that no call-blocking apps are enabled and the carrier is not blocking calls, continue with the troubleshooting steps below.

How to submit a support ticket

Only submit a ticket after completing all steps above.

1. Go to: https://support.happy.co/hc/en-us/requests/new?ticket_form_id=360001460331

2. Select HappyCo Support

3. Enter your email address

Subject line:
(Property Name) – SMS Deliverability Issues

Product:
Call Complete or Call Management depending on what you see on your screen

Description template (copy & paste)

• Cell phone number:

• Time the call was received:

• Task ID / PMS Work Order #:

• Property name:

Required attachment

Please attach a screenshot showing:

• Two SUBSCRIBE attempts

• The dedicated property SMS number

• No confirmation message received

This helps Support and Engineering investigate quickly without needing to follow up for additional information.