Troubleshooting Tips

Phone calls

If you aren’t receiving phone calls as expected, please double-check that the phone numbers you have on file in HAC or EAC are valid and in the correct fields (home, cell, cell2, and work in HAC; phone, personal cell, other, and work for EAC), then log in to SchoolMessenger and confirm under Preferences that your numbers are “OK to call” and checked to receive the various messaging types. Remember that we typically will not call guardians outside of normal waking hours, so if a late night or early morning notification is necessary, guardians will probably only receive the message via email and text. If you still are not receiving calls as expected, please contact the main office of your school for assistance.

Emails

If you aren’t receiving email messages as expected, please double-check that you have an email in HAC (for guardians) and a work and/or personal email in EAC (for employees), then log in to SchoolMessenger (SM) and confirm under Preferences that your email addresses are set to “Email Me” and checked to receive the various messaging types.

Two additional things will prevent you from receiving emails from SM:

  1. If you ever click Unsubscribe at the bottom of an SM email, this will add your email address to the blocked list and you will never receive another email from SM again.
  2. If you move an SM email to your junk or spam folder or ever label an SM email as junk or spam, your email address will be added to the blocked list and you will never receive another email from SM again.

If you still are not receiving emails as expected or suspect you may be on the blocked list, please contact the main office of your school for assistance.

Text messages

If you aren’t receiving text messages as expected, please double-check that you have a Cell or Cell2 number in HAC (for guardians) or a Personal Cell number in EAC (for employees), then text Y to 67587 to opt-in to receive text messages. You can also log in to SchoolMessenger to confirm under Preferences that “Send Text” is checked beside any mobile numbers for the various messaging types. If you still are not receiving texts as expected, please contact the main office of your school for assistance.

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