Not Receiving SMS Alerts

[kdowney]

Is there a way to test SMS?

[ISPtracker_Support]

Hi,

Yes, just check Inactive in your SMS notifications, then disconnect your agent until it goes into inactive mode. Then you should see an SMS.

[kdowney]

One of my agents was down for 2+ hours on 7/9/2026 starting at 12:16. I received no notifications.

[kdowney]

I have multiple agents down for more than a minute with no notifications.

[SBK]

Can you please test right now?

[kdowney]

Just unplugged one; it shows on the dashboard as inactive

[kdowney]

Just received a text, the first one I have seen; I will monitor it more closely

[SBK]

OK, let me dive into this right now to see if there has been another conflict that didn't allow the SMS to go out regularly before
Will get back ASAP

[SBK]

@kdowney Can you tell from which date you noticed a "weird" behavior
I need it to double check our logs and be sure of what I am seeing

[SBK]

@kdowney thank you for bringing this issue!
There was a wrong check on the NANP (North American Numbering Plan) that allowed you to put the number correctly starting with +1 but allowing also to add dashes "-" which are not accepted for SMS management
Fixed!

[kdowney]

Thanks for the update and fix.