Overview

Ensuring that your team reliably receives emergency calls and text alerts involves a required phone number verification process. This process protects alert numbers from spam and confirms that you are reaching on-call team members on active phone numbers. This guide covers how property-level phone numbers are approved, how to verify individual on-call team members, and how to troubleshoot delivery issues if alerts stop coming through.

Key Concepts

• Property-Level Verification: When setting up Call Management, phone number verification can take up to 5 business days. Your property may be assigned a temporary number to start using Call Complete immediately.
• Permanent Phone Numbers: Once verification is complete, a permanent number is automatically issued, replacing the temporary one. The Property Manager will receive an email with the new number.

Requirements

• Permissions: Only users with "Manage Call Management Users Settings" access to the Settings page can verify team member phone numbers.
• Scheduling: Only verified on-call team members can be scheduled. Unverified members will be excluded from selection in scheduling flows.

Steps

Verifying an On-Call Team Member

Verification is initiated by onsite web users. On-call team members cannot verify themselves inside the app; they only need to reply to the SMS.

1. Go to Call Management Settings.
2. Find the on-call team member. Their status will show as Unverified with a warning message.
3. Click Verify now (or Resend verification if resetting an existing verification).

4. The on-call team member will receive a text message. Once they reply with any text, their number is automatically marked Verified.

5. Save the contact number the text comes from on the team member's device to avoid any alert interruptions.

Exceptions / Edge Cases

• Phone Number Changes: If a verified on-call team member's phone number is updated, their status automatically resets to Unverified. You must send a new verification text before they can be scheduled again.
• Transitioning to a Permanent Number: After a permanent property number is issued, property teams should save the new number as a contact and re-verify the new number to continue receiving alerts without interruption.

Troubleshooting

If an on-call technician is not receiving emergency text messages or calls, complete the following steps in order.

1. Check Account and Notification Settings

Confirm the technician is opted in and has a valid phone number.

In Call Complete:

1. Go to Profiles.
2. Open the technician’s user profile and confirm the phone number is correct.
3. Turn on Phone and Text Notifications.
4. Enable Emergency Maintenance Notifications.

In Call Management:

1. Go to Settings.
2. Open the technician’s user profile.
3. Select the Notifications tab and opt in to receive alerts.

2. Check Device Settings and Call Screening

On the technician’s device, ensure the following:

• Messages from unknown numbers are allowed.
• The alert phone number is not blocked, and is saved as a contact.
• Spam or filtered message folders do not contain the missing alerts.
• Check with the mobile carrier for restrictions on automated messages.

Important iPhone Setting (iOS 18+): On iOS 18 and newer, the Ask Reason for Calling feature can intercept calls from unsaved numbers before the phone rings. If enabled, emergency calls may be delayed, routed to voicemail, or fail to trigger SMS alerts.

• Required Setting: Go to Settings → Phone → Screen Unknown Callers and set it to Never.

Call-Blocking Apps: Apps like Call Protect (often enabled by default for postpaid wireless customers) can automatically block or silence automated calls.

• Confirm no call-blocking apps are actively filtering the alerts.
• You may register the affected phone numbers with the Free Caller Registry (https://freecallerregistry.com/fcr/) to help reduce improper carrier-level blocking.

3. Re-subscribe to SMS Notifications

If emergency calls are received but texts are not, the user may need to re-subscribe.

1. Open the Messages app on the technician's device.
2. Text SUBSCRIBE to the property’s dedicated SMS number.
3. If you do not receive a confirmation message, reply SUBSCRIBE a second time.

(Tip: Alternatively, you can text START to the phone number listed in the user's Notifications tab in Call Management Settings. If you receive a "NETWORK MSG" confirming you will begin receiving messages, re-verify the user in the Notifications tab).

4. Submit a Support Ticket

If you have completed all troubleshooting steps and are still not receiving a confirmation message or alerts, submit a ticket.

1. Go to: https://support.happy.co/hc/en-us/requests/new?ticket_form_id=360001460331
2. Select HappyCo Support and enter your email address.

Subject line: (Property Name) – SMS Deliverability Issues

Product: Call Complete or Call Management

Description: Include the Cell phone number, Time the call was received, Task ID / PMS Work Order #, and Property name.

Required Attachment: You must attach a screenshot showing the dedicated property SMS number, your two "SUBSCRIBE" attempts, and the lack of a confirmation message.

FAQs

Why can't I select a team member on the on-call schedule?

Unverified on-call team members cannot be scheduled. You must send them a verification text from Call Management Settings, and they must reply to it before they can be added to the schedule.

Why did our text alerts stop working shortly after onboarding?

This is usually caused by the transition from a temporary setup number to your property's permanent phone number. This issue typically resolves once the permanent number is fully active, saved as a contact on team devices, and re-verified.

Why do emergency calls appear as missed without the phone ringing?

If the technician uses an iPhone on iOS 18 or newer, their device may have "Ask Reason for Calling" enabled. This intercepts unsaved numbers. To fix this, change the "Screen Unknown Callers" setting to "Never" and ensure the property's alert number is saved as a contact. Call-filtering apps like Call Protect can also cause this behavior.