Customers are not receiving texts
There could be several reasons guests may not receive texts:
Confirmation Text
The confirmation text that goes out when a party is added to the list is not enabled for free accounts. Once you've upgraded, you'll have to go to the settings to turn those confirmation texts On. In the app, you can click the gear icon > Customization > Notifications. If you're using the service in a web browser, you'll find it by clicking the gear icon > More Settings > Notifications.
Kiosk Mode
When using Kiosk Mode with Auto Approve, customers will need to mark the box for receiving confirmation texts while entering their information, in order for a confirmation message to be sent.
Connection Issues
The app may not be sending texts due to connection issues. If you are using the app on a tablet, use the tablet's browser to login to www.waitlist.me and try notifying guests from there. You will be able to see if the tablet is having trouble connecting.
If the device is connecting to the internet and texts still are not being received, please use the Report Issue feature in the app so we can look at the device logs to troubleshoot. This is under the gear icon > Help > Report Issue. If you're only using the website, toggle to the Ask in this widget and send us a message from there. Please provide your business name (and address if you have multiple locations) so we know we're looking at the right account and if you're able, include some of the phone numbers of guests that didn't receive text notifications.
Text Message Limits
If you're in the US or Canada, there are a certain number of texts included in each subscription tier. Premium has 1,000, Pro has 2,500, and Platinum has 5,000. The limits will refresh every 30 days (on the billing date for monthly subscriptions and simply every 30 days for annual subscriptions.) Free accounts will only be able to send 50 texts before needing to upgrade to continue sending text messages.
Once you've used the texts included in your bundle for the month, you can send more notifications by adding a pre-paid texting balance to your account. You can also set this to auto-renew once your balance gets down to $2. The balance never expires and is refundable upon downgrading the account.
If you are seeing an error but you think you should have plenty of texts in your bundle, you can check your notifications used on the Account page of the website or in the main setting screen of the app. If you are using an older version of the app, you may incorrectly see a notification that you cannot send texts even though you still have not used your whole bundle. You'll want to update the app when you get a chance. Logging out and back in should resolve the issue for the moment, or you can use the service through the web browser on the tablet until your rush is over.
If you're in any other country, all texts are pre-paid. You can load your pre-paid texting balance by logging in at www.waitlist.me and visiting the Account page.