Sometimes On-Call Hub texts don’t show up on your phone even though they were sent. That usually means your phone, your phone service provider, or a “STOP” reply is blocking the number.


You need the phone number that On-Call Hub texts you from. If you don’t know it, ask your Company Administrator.

After you unblock a number, older messages that were blocked usually do not show up later. You should start getting new texts.


If you ever texted STOP

This is the first thing to check.

If you replied STOP (or words like STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT) to an On-Call Hub text, texts from that number stay off until you turn them back on.

Your Company Administrator cannot turn this back on for you. You have to send a text from your own phone.

How to turn texts back on

  1. Get the On-Call Hub sending number from your Company Administrator if you don’t already have it.
  2. Open your regular texting app.
  3. Start a new text to that same number.
  4. Type only this word: START
  5. Send it.
  6. You should get a short confirmation that texts are back on.
  7. Ask your Company Administrator to send a test text.

If START does not work, try sending UNSTOP to the same number.

Do not add extra words. Send just START or UNSTOP.

Then go through the phone and phone-service-provider checks below. A STOP reply and a blocked number can both be true at the same time.


1. Unblock the number on your phone

iPhone

  1. Open Settings, then Phone, then Blocked Contacts.
  2. Tap Edit.
  3. Remove the On-Call Hub number.
  4. Also check Settings, then Messages:
    • If Filter Unknown Senders is on, open the Messages app and look under Unknown Senders.
  5. If you use Do Not Disturb or a Focus mode, turn it off for a test, or allow this number.

Android

  1. Open the Phone app, tap the menu, then Settings, then Blocked numbers. Remove the number.
  2. Open your Messages app, go to settings, then Spam & blocked or Blocked numbers. Remove the number.
  3. On a Samsung phone, open Messages, then Settings, then Block numbers and spam, then Block numbers. Remove the number.
  4. Turn off Do Not Disturb for a test. If you use an extra spam app (Truecaller, Hiya, and similar), check that too.


2. Unblock the number with your phone service provider

Your phone company may have its own spam filter. The number can look fine on your phone and still get blocked there.

Verizon

  1. Open the Call Filter or Verizon Protect app.
  2. Look under blocked numbers and remove the On-Call Hub number.
  3. Add that number to the allowed list if you see that option.
  4. You can also sign in to My Verizon, open your line, and check Blocks or Block calls & messages.

If you need help, dial *611 from your Verizon phone.

AT&T

  1. Open the AT&T ActiveArmor app.
  2. Open Calls or Calls & Texts.
  3. Check the blocked list and remove the On-Call Hub number.
  4. Also check the Phone app: menu, then Settings, then Blocked numbers.
  5. In the Messages app, check Spam & blocked.

If you need help, dial 611 from your AT&T phone.

T-Mobile

This also covers many plans that run on T-Mobile, such as Metro and Mint.

  1. Open the T-Life app.
  2. Go to Manage or Account, then Scam Shield.
  3. Open blocked and allowed numbers.
  4. Remove the On-Call Hub number from the blocked list.
  5. Add it to the allowed list.

If you need help, dial 611 from your T-Mobile phone.

Other phone service providers

  1. Unblock the number on the phone first.
  2. Open your provider’s app and look for blocked numbers, spam filter, or call/text protection.
  3. If you can’t find it, call them. Give them the On-Call Hub number from your Company Administrator and ask them to allow texts from that number.


3. Other simple checks

  • Restart your phone.
  • Make sure the phone isn’t full on storage.
  • Look in spam, junk, or “unknown sender” folders.
  • Family or parental controls can also block numbers. Check those if someone else manages the line.


4. Quick test

  1. Get the exact sending number from your Company Administrator.
  2. If you ever sent STOP, send START to that number first and wait for the confirmation.
  3. Ask your Company Administrator to send a test text. They can do this by either creating a test encounter or returning and encounter to the open queue while you have Taking Calls turned on. 
    • If your company bases text notifications on Agent Schedules, you'll need to be on the appropriate schedule to receive the test text.
  4. Wait a minute, then check your main text inbox and any hidden or spam folders.
  5. If it still doesn’t arrive, call your phone service provider. Tell them:
    • your phone number
    • the On-Call Hub sending number
    • about what time the test was sent

Your Company Administrator can confirm the text was sent. They cannot turn off a block that is on your phone, with your phone service provider, or from a STOP reply. Only you can send START to turn texts back on after STOP.