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Marilyn Sanchez avatar image
Marilyn Sanchez asked mike commented

No Notifications on iPhone for Ring Central App

I don't get notified when our company number gets a text message. We have a main company number that our clients/employees can call, text or fax us on. I was getting notifications on my phone when someone would text us on the Ring Central line and I could easily reply back to them using my iPhone Ring Central app. For the past week or so, I wouldn't get any notifications that our main line got a text message. Another person at our company has an iphone and doesn't receive messages as well but the other person using an android has no issues getting the message. If someone calls our office line we can pick up using our cell phone, no problem there. But a majority of our clients send us text messages and we don't get a notification on our phone. This creates a big issue since we are a small company but constantly need to stay connected to our clients and our main way to contact them is through a text message. Is there some setting I missed?
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danno147 avatar image
danno147 answered kim commented
There are several areas of programming that need to check and verified.  And since this is on your main number, you really should reach out to your rep and have them work with you on validating the settings.
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Marilyn Sanchez avatar image Marilyn Sanchez commented ·
I've tried calling the customer support line and I was speaking to them for about 20-30 minutes the issue couldn't get resolved.
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kim avatar image kim commented ·
Have you tried doing a hard reboot on your iphone? Did you check to make sure you are signed into app via DL + Password, not the main number + ext? 
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mike avatar image
mike answered mike commented
HI  Marilyn Sanchez,   I agree with Danno.  There are several things to look at. There's probably an issue with how the notifications are set up, or how you are logging in, or a combination of things. If you give us a call and provide the phone numbers we can track down the problem for you. 

Mike
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Marilyn Sanchez avatar image Marilyn Sanchez commented ·
I tried to call before I posted this. All of my login info is the same as before but for some reason I just stopped receiving a notification from my phone. I no longer hear a ringtone go off when I get a text message or a badge on my phone that notifies me that I got a message. All the settings on my iPhone haven't changed in the past week
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mike avatar image mike commented ·
Do you by any chance have a case number you can reply with? There are a lot of things to look at here. Do you know if you are using the latest version of the mobile app? You might try uninstalling, and reinstalling the app. If that doesn't work, then we need to take another look at the settings.

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Marilyn Sanchez avatar image Marilyn Sanchez commented ·
I don't have a case number. I just called the support line. I'm using version 7.3.0.1.65 I've tried already tried uninstalling and reinstalling the app on my phone three times. Each time I was able to log onto the app fine, I can receive calls without a problem but it's the text message portion that I don't get notified at all.
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mike avatar image mike commented ·
Hi Marilyn,  Use this link to open a case:  Open a Case

We'll need some details to troubleshoot this, but there should be a way to fix this. It may have to do with how you are logging in. Are you using just the DL ?  (no extension). 

In the case notes tell us the number you are having the problem with and exacltly how you are logging in. 

Mike 
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