Why didn't a family get our message?

If a family says they never heard from you, here's how to find out what happened.

• Check their conversation. Open the family's record and look at the conversation history. You'll see every message Movo sent, and any that failed to deliver are marked.

• Check for an opt-out. If the family texted STOP at some point, you'll see a banner on their conversation and Movo will have stopped contacting them.

• Check their contact details. On the family's record, confirm the phone number and email are correct. A wrong digit is the most common cause.

• Try another channel. If texts aren't landing, reply by email or call from the conversation panel.

If the details are right and messages are still not arriving, contact us through support chat and we'll investigate the delivery.