Message Troubleshooting for Clients

Follow this guide if to troubleshoot message delivery on behalf of clients. We recommend providing the troubleshooting steps directly to end clients.

If a text is shown as delivered but the client is not receiving the text on their device, try the following troubleshooting steps:

Text Message (SMS) Troubleshooting

Even if a message was successfully delivered to your carrier, the phone may still block or hide it.

Step 1: Check for blocked numbers

iPhone (iOS):

1. Go to Settings → Messages → Blocked Contacts

2. If the agency phone appears, swipe left and tap Unblock
   
   

Android:

1. Open the Messages app

2. Tap the three dots (⋮) → Settings → Blocked numbers

3. Remove the agency phone if listed
   
   

Step 2: Confirm the client is subscribed to receive texts

If the client ever replied STOP, the phone will no longer receive messages from the agency number.
To start receiving messages again, reply START to the same number.

Step 3: Check message filters or folders

Some devices automatically move messages from new senders into a separate folder.

iPhone:

• Open Messages

• Tap Filters in the top-left corner (if visible)

• Select Unknown Senders and check for missed messages
  
  

Android (may vary by model):

• Open Messages

• Tap the three lines or dots → Spam & Blocked

• Look for messages from your agency
  
  

Step 4: Restart and update your phone

• Restart the phone to refresh connections

• Make sure the device and carrier settings are up to date
  
  

• iPhone: Settings → General → Software Update

• Android: Settings → System → System Update
  
  

Step 5: Check your signal or data connection

Texts may not come through if there is a low signal or data is turned off. Move to an area with better reception and try again.

Email Troubleshooting

If you’re not seeing reminder emails from the agency email, they may be in spam or other folders.

Step 1: Check all folders

Gmail: Look in Spam, Promotions, or All Mail
Outlook/Hotmail: Look in Junk Email
Yahoo: Look in Spam
Apple Mail (iCloud): Look in Junk

Step 2: Mark as “Not Spam” or “Move to Inbox”

If there is an email from the agency email in one of those folders:

1. Open the email

2. Tap Not Spam or move it back to your inbox

This tells your email service the messages are safe.

Step 3: Add your agency as a contact

Adding the agency email helps future messages go straight to the inbox.

Gmail: Open the email → tap the three dots → Add to Contacts list
Outlook: Tap the sender name → Add to Safe Senders
Yahoo: Tap the sender name → Add Contact
Apple Mail: Tap the sender → Add to VIPs or Add Contact

Step 4: Check with the email administrator (if using work or school email)

If work or school email blocks automatic messages, ask the IT department to allow messages from the agency email.

Step 5: Try a different email address

If problems continue, use a personal email address to the eCourtDate profile as a backup.

Call Troubleshooting

If you’re not receiving reminder calls:

1. Check that your phone number is correct and active.

2. Make sure Do Not Disturb is off.

3. Open your recent calls list — if the agency number appears, add it as a contact so future calls aren’t silenced.

If the phone has Silence Unknown Callers turned on (iPhone) or Spam Protection (Android), add the agency’s number to your contacts so calls come through.