Text Messages
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      3. Text Messages

      Troubleshooting Text Messages

      Some troubleshooting steps to follow, if you are having issues receiving text messages.

      Troubleshooting Text Message Issues

      If a tenant does not receive a text message on their smartphone after being successfully added to your Property Management Software (PMS) system, follow these troubleshooting steps in order. After each step, check if the issue is resolved.

      1. Verify Tenant Information in PMS

      Ensure the correct and valid cell phone number is entered and attached to the tenant in your facility’s Property Management Software (PMS). The tenant's phone number is used for text message delivery, and if the number is incorrect, the message will not be sent.

      • If the number is incorrect or missing, re-enter the correct number in your PMS.
      • After updating the phone number, click the ‘Update Customer Data’ button in the Nokē Smart Entry Web Portal to ensure the data is synced properly.

      2. Confirm Smartphone Compatibility

      Ensure that the tenant is using a compatible smartphone to receive the text messages:

      • iOS: iPhone 5S or newer models, running iOS 12.1 or higher.
      • Android: Android Galaxy S6 or newer models, running Android 6.0 or higher.

      If the tenant is using an incompatible device, they may not be able to receive messages.

      3. Check Airplane Mode and Cellular Service

      Ensure the tenant's smartphone is not in airplane mode and that their cellular service is active. Verify that their phone is connected to the network and capable of receiving text messages.

      • Airplane Mode: If the phone is in airplane mode, disable it and ensure the phone is connected to cellular service.
      • Cellular Service: Verify that the phone has a strong signal and is connected to the mobile network.

      4. Contact Support

      If the above steps do not result in the tenant receiving the text message, please contact Nokē Support for further assistance:

      When contacting support, provide the following information:

      • The tenant’s name and contact information.
      • The issue: describe the tenant not receiving text messages.
      • Any troubleshooting steps already taken.

      By following these troubleshooting steps, most text message issues can be resolved. If the problem persists, support can help identify and address the issue.