- They marked our email notifications as spam/junk.
- Their email or SMS inbox is full.
- The phone number is not a mobile number.
- The email address or phone number is incorrect or doesn't exist.
Please note that an Unreachable parent/guardian only has issues with notifications via Email and SMS. If they are still logged in to the account, they will still see your Announcements and messages.
To correct unreachable users, please follow the steps below.
The email or SMS inbox is full
- Advise the parent to clear their inbox to make sure they still receive new emails from SchoolStatus Connect.
The phone number is not mobile
- Instruct the parent to update their mobile number and enter the home phone number in the correct field. You can send the instructions from this article.
The email address or mobile number is incorrect
- Update their contact information from the Class Directory. Please note that you can only do this if they have not signed up yet. If they already signed up but with an incorrect credential, have them follow the instructions from the same article from the previous item or contact support-ct@schoolstatus.com.
Ultimately, if the parent/guardian has a specific preference for notifications, please let them know that they can set it the way they want to by following the instructions from this article
Note: If the user has both email and SMS contact details, the default notification method would be via email.
If notifications are not successfully sent to the preferred channel, the system will use the alternative method. For example, if the user's email inbox is full and the notifications are not delivered successfully, the system will send the notifications to SMS. Once the issue behind the failed emails is resolved, and the user’s email status is reset either by the user or by Connect support, the system will revert back to sending communications via the preferred channel - email.
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