Unable to receive an incoming text (SMS) message from a patient?
Test it by sending a text message from your cell phone to your office number to make sure that you are receiving incoming messages.
Find out what cell phone carrier the patient uses (T-Mobile, Verizon, AT&T, etc...)
Find out if the sent message on the patient's phone shows as "delivered" or "failed".
Does the patient have an iPhone or an Android? Make sure that the message is being sent from the patient's cell phone as a SMS, not an iMessage (Apple) or RCS message (Google).
On an iPhone, the sent message on the patient's phone should be green (NOT blue) indicating it was sent as an SMS (via cellular data), not an iMessage (via Wi-Fi/internet connection).
On an Android, an SMS may be a light color and an RCS message may be darker color. Color is dependent on the theme settings on the device.
Does the patient have cellular service? Text messages (SMS) can only be sent through cellular data, not Wi-Fi.