What do the different statuses (letter C's) of my contacts mean?

This page will explain the contact’s status at the given stages.

The legend below can be accessed at any time by clicking the colored “C” next to the given contact.

Status & Colors: Explained

Below is an explanation of each status:

1. On (Green): The contact has received the required opt-in and they have replied with “Yes”, giving us permission to send them messages.  When a contact has a Green C, you can send them text messages.
2. Off (Light Grey): The contact is not currently Enabled for Communicate (to receive text messages).  To enable the contact, go to the Contact Detail (for that contact) and check the box “Check to Enable Communicate”.
3. Opted-out (Red): The contact has opted out of receiving text messages from your account.
4. Unsupported (Dark Grey): The contact’s phone carrier could not be decoded or their carrier is not a supported carrier by our system.
5. Pending (Yellow): The contact has been sent the required opt-in messages and they have yet to reply with “Yes”.

NOTE: For any of these statuses, you can still send the contact emails (assuming, of course, their email is connected to their contact record).

How can I deal with Pending?

If a contact is in the Pending status, you can do two things: wait or Resend Opt-In.

To resend the opt in message:

1. Go to your contact list
2. Click the box next to the contact name (note: you can pick multiple contacts, if needed)
3. The “action bar” (right above the contact list) will light up
4. Click the “Resend Opt-In” link in the action bar

How can I deal with Opted-Out?

A contact is opted out of messaging any time they reply to a text message with: STOP, END, CANCEL, QUIT, or UNSUBSCRIBE.  We are required to a) confirm to the contact that they have been removed and b) stop sending them messages.

If a contact has Opted-out on purpose, you need to honor their request.  If the contact wants to get added back, they have options.

The contact can be added back via Keyword:

1. The account needs a keyword activated
2. The contact can text “JOIN [KEYWORD] to 40650″ to re-join the contact list
3. The contact will receive an opt-in message again (required) and need to reply with “Yes”
4. They will be activated on the list

The contact can re-subscribe themselves via a Web Signup Link:

1. Each group has a Web Sign up link
2. The contact can click on any of the account’s Web Signup links
3. Enter they’re information
4. The contact will receive an opt-in message (again) required and need to reply with “Yes”
5. They will be activated on the list

How can I deal with Unsupported?

Unsupported occurs when the contact’s given carrier is either a) not decoded correctly during the initial transmission(s) or b) the carrier’s network is not supported by our text messaging servers.

You can try to manually set the carrier by:

1. Go to the Contact Detail page
2. Next to the Mobile Number field, click “Edit Carrier”
3. Review the carrier listing and select the carrier
4. If the carrier is not listed in this list, then the contact can not be sent messages

Addressing TracFone, Net10 and similar Pay-go mobile phones

There are a variety of “pay-go” phone services available on the market, such as TracFone, Net10, and the like.  These phones are not actual carriers; rather, these companies buy blocks of phones from major carriers (such as AT&T, Verizon, etc) and sell the phones.  Our decoding process will often detect these underlying carriers; however, it’s less successful than a phone issued directly from a known carrier.

If you have one of these phones and the system does not decode, please email our support team: [e-mail].