Introduction
Yes, changing your phone company (carrier) for your office phone number will almost always disrupt texting services in TrackStat. Hosted messaging allows TrackStat to use your existing office number for SMS communications like appointment reminders, patient replies, and two-way texting.
When you switch carriers, the new provider typically ports your phone number. This process automatically disconnects the texting portion from TrackStat. TrackStat will need to re-host the number for texting, which starts the process from scratch.
Important Clarifications
Porting vs. Hosting: Porting a number (moving it between carriers) and hosting the texting portion for TrackStat are completely separate processes. TrackStat is not a phone provider or carrier - we partner with texting vendors to enable SMS capabilities on your number.
Hosted messaging means TrackStat borrows the texting portion of your clinic’s phone number. The number itself still belongs to the phone carrier, and they must approve our request.
Hosting requires significant behind-the-scenes configuration changes by the carrier and our texting vendor. These steps are beyond TrackStat’s direct control.
Time Frames and Downtime
Re-hosting your office number for texting takes a minimum of 48 hours and can take significantly longer depending on the carrier’s approval process and configuration requirements.
Due to increasing abuse by spammers and strict TCPA regulations, this process has become more time-consuming and complex. TrackStat does everything in its power to move quickly - we follow up with our texting vendor multiple times per day - but we cannot control carrier timelines or approvals.
What Happens During the Transition
There will be downtime for sending and receiving texts using your office number.
Patients texting your office number during this period may not receive responses, as messages could be lost in the transition.
To minimize disruption, TrackStat automatically purchases and connects a temporary texting number to your account. You can use this number for appointment reminders and other communications while we complete hosting.
Recommended Steps
Complete your phone company change and confirm the port is fully active.
Notify your TrackStat support team as soon as the change is complete so we can make a plan to begin re-hosting.
Use the temporary texting number for critical reminders during the transition.
Once hosting is complete, we will notify you and switch your account back to your office number.
Troubleshooting Tips
If texting stops unexpectedly after a carrier change, reach out to support right away with details about your new provider.
Monitor messages on both your office number (when possible) and the temporary number.
For urgent needs during downtime, the temporary number ensures appointment reminders continue.
Questions about status? Contact TrackStat support - we’ll provide updates on progress with the carrier and vendor.
Best Practices
Plan carrier changes during lower-volume periods if possible.
Inform your team and patients about potential brief texting interruptions.
Keep your TrackStat account details (office number, account ID) handy when contacting support.