An attachment in the Inbox may show as a thumbnail or file name but not open, not preview, or open a blank browser tab. That is almost always because the file type is not supported on the SMS/MMS pathway the office number uses.
The office number is a business texting number. It receives SMS/MMS only. It does not receive Apple iMessage (blue bubble) or Android RCS / Chat. Those apps accept many more file types than carriers allow on SMS/MMS. A file that looks fine on the patient’s phone can still fail when it is sent to the office.
This is a limitation of SMS/MMS, not of TrackStat.
File types that open in the Inbox
Type | Formats |
Image | JPG / JPEG, PNG, GIF |
Document | |
Data | CSV |
File types that usually will not open
HEIC / HEIF (default iPhone photo format)
Live Photos
Video (MOV, MP4, and similar)
Word (DOC, DOCX)
Excel (XLS, XLSX)
PowerPoint (PPT, PPTX)
Zip files and anything else not listed as supported
Better way to collect documents from patients
Do not rely on text messages for driver’s licenses, insurance cards, or other documents. Ask the patient to upload them on a HIPAA-compliant online intake form. Most intake form tools include file-upload fields for IDs and insurance cards.
That keeps the file in a proper records workflow, avoids SMS/MMS file-type limits, and removes the need to send documents by text.
If you still need a file by text
Ask the patient to resend as JPG, PNG, GIF, PDF, or CSV.
iPhone: send a new photo as JPEG (Camera settings → Formats → Most Compatible), and use a green bubble. If the bubble is blue, press and hold it and tap Send as Text Message.
Android: turn off RCS / Chat features, then resend.
When staff attach a file from TrackStat, use only a supported type.
If there is no attachment and no message in conversation history, the text never arrived as SMS.
Note: Do not send protected health information (PHI) by text or email.