Use this when a patient says they texted the office, but the message never appears in TrackStat.
Business texting numbers receive SMS only. They cannot receive Apple iMessage or Google RCS.
Always start here
Confirm the number the texting number the patient used.
Open that patient’s conversation history in TrackStat.
Ask whether their sent message shows Delivered or Failed / Not Delivered.
Ask if they have an iPhone or Android.
If the text is not in conversation history, TrackStat did not receive an SMS.
Blue bubbles vs. green bubbles (iPhone)
Blue = iMessage. Sent over Wi‑Fi or cellular data through Apple. TrackStat cannot receive it.
Green = SMS/MMS. Sent through the mobile carrier. This is the format TrackStat can receive.
A blue “Delivered” only means Apple handled an iMessage. It does not mean an SMS reached TrackStat.
Android Bubble color is not reliable (it changes with the app and theme). Ask if RCS / Chat features are on. RCS is not SMS and usually will not arrive on a business number.
SMS needs the cellular network iMessage and RCS can send over Wi‑Fi. SMS goes through the carrier. If the patient is on Wi‑Fi only (no signal, airplane mode + Wi‑Fi, no SIM), they may send a message TrackStat never gets.
How to resend as SMS — iPhone Fastest fix:
Press and hold the blue bubble.
Tap Send as Text Message (may also say Send as SMS).
Confirm the bubble turns green.
If that option is missing:
Go to Settings → Messages.
Turn on Send as SMS.
Send a new short text such as “Testing.”
Confirm the new bubble is green.
Still blue? Settings → Messages → turn iMessage off, send the test, then turn iMessage back on. Leave Send as SMS on.
How to resend as SMS — Android Google Messages:
Messages → profile → Message settings → RCS chats (or Chat features).
Turn RCS chats off.
Send a new short text to the office number.
Samsung Messages: three-dot menu → Settings → Chat settings / RCS chats → turn off, then resend.
Other checks
The patient texted the wrong number - maybe an old number, or a provider's personal cell.
Their phone is not in airplane mode and has cellular signal.
Search TrackStat by the sending mobile number, not only the patient name (shared numbers can land on a different card).
Note their carrier (T‑Mobile, Verizon, AT&T, etc.) if a green SMS still shows Failed.
Prove inbound SMS works From a staff phone, send an SMS (green on iPhone; RCS off on Android) to the office texting number. If that test appears in TrackStat, receiving is working and the problem is the patient’s device or send method.
What to tell the patient “On an iPhone the text to our office needs to be a green bubble, not blue. Press and hold the blue message and tap Send as Text Message. On Android, turn off RCS / Chat features and send it again.”