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Not Receiving REM SMS Alerts

Asha Thomas
Asha Thomas
  • Updated

Are you expecting Remote Monitoring alerts via text message (SMS), but aren't receiving them? This guide will help you check your alert setup, verify your phone number, and ensure your carrier isn't blocking messages.

To edit Remote Monitoring settings, you must have the "Edit REM" permission. For more information on different role permissions visit Edit Role Permissions.

Confirm an Alert Definition Exists

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  1. From the Menu, tap Remote Monitoring
  2. Tap the gear icon in the top right corner
  3. Under Alerts, search for and select the Alert the user is not receiving
    • If no Alerts exist, tap the + icon and select Create Alert

Alert Definitions control when alerts are sent, how they’re delivered (Push, SMS, Email), and who receives them.

 

 

Review the Alert Schedule

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  1. Check that the alert is scheduled for the correct days and times
    • You can set alerts for specific shifts (day/night, weekday/weekend) or use the “Anytime” toggle for 24/7 alerts
  2. Tap the start or end time to adjust the schedule if needed

 

 

Confirm Text is Selected as a Delivery Method

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  1. Under Notify By, make sure Text is selected
    • Selected delivery methods will show a checkmark
    • You can select more than one delivery method

 

 

Verify Recipients are Assigned

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  1. Check that the correct users, roles, or teams are listed under Recipients

If the Recipient list is not correct: 

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  1. Tap the pencil icon next to Recipients
  2. Select the appropriate people or groups
    • Selected employees will show a checkmark
  3. Tap Save
  4. Once added, the user should begin receiving alerts. If they still don't, continue to confirm employee phone number is correct

 

 

Confirm Phone Number is Correct

  1. Go to the user's profile in the Ecolab KitchenIQ™ app
  2. Make sure the employee's phone number is correct and active
  3. If contact information is correct and alerts still aren't coming through, continue to Check SMS Delivery

 

 

Check SMS Delivery

  1. Check if your carrier or device is blocking unknown numbers or automated messages
  2. Check if SMS messages are being filtered, silenced, or redirected by your phone settings
  3. If messages still are not coming through, contact support for further assistance

 

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