"My Tester is Reporting That They Have Not Received Any Texts to Verify Their Mobile Number from Centercode."
What to look for:
You will need the affected tester's cell phone number they are trying to enter into the system as well as confirmation on who the affected tester is before you can escalate the issue to the IT channel in Slack.
Why:
Since we do not have front-end logs to review the outbound text messages, the actual investigation into the logs will need to be conducted by a member of the IT team.
Suggested Solutions:
- Once we have confirmed that the messages have been sent to the tester without any errors on our end,
- We can propose they confirm on their device that they are checking in the All messages inbox rather than a filtered inbox.
- They may also need to restart the device.
- If all else fails they will need to speak with their cell phone provider to resolve the issue.
Once we have confirmed that there is an error that is preventing the texts from being sent to this user successfully, follow the instructions provided by IT on a case-by-case basis.
Note: Some countries, such as China, cannot receive text messages from foreign numbers, so be sure to verify country of origin for the number, if possible
"I’m Receiving Reports from Testers that their Mobile Number Entry is Receiving an Enter a Different Number Error Message, but the Number is Correct."
What to look for:
If the tester has entered the number on the site in a different user profile in the past.
Why:
When it comes to mobile number confirmation, Centercode does not permit the use of the same mobile number for a different user profile. For security purposes, we cannot disclose that the mobile number is already in use, so the generic error message here is intended to cover both use cases.
Further technical explanation (for Centercode internal team members only) We don't want user accounts to be minable, meaning we don't want people to find out if a specific email address is being used, or if a specific phone number is being used. That serves to identify somebody and to identify their registration on this site.
Suggested Solution: Clear the number from the other profile that is not currently in use, and you should be able to proceed with using the same number in a different account without an error.
If you receive pushback from the user receiving the error message because they are a part of the admin team and are trying to create a new account and follow the steps as a new user, advise them towards our assuming tool within their project. Using another mobile number is best practice.
Ted SMS Messages
While Ted’s emails are a part of Ted’s communication logs, the SMS messages that he sends out to testers are not a part of these logs.
"I Would like to Review the Texts that Ted has been Sending out to my Testers. How can I do this?"
If a customer would like to review the SMS message logs, the support team will need to input a CRAP to retrieve the data.