If a guardian reports that they are not receiving calls or emails from IC Messenger (attendance messages, district messages, school messages, etc.), there are several pieces of information on the guardian’s profile that need to be checked.
- Does the guardian have a phone number and/or email address listed on their “Demographics” page in IC (Index > Census > People > Demographics)?
- Is the phone number and/or email address correct?
- Are “Messenger Preferences” checked for the phone number and/or email address?
- On the guardian’s “Relationships” tab, is the “Messenger” box checked on his/her relationship to the student?
It is critical that “Messenger” be checked on the relationship to each student for whom they are guardian and that “Messenger Preferences” are checked on the guardian’s “Demographics” page for his/her phone and email.
If “Messenger” is NOT checked on the relationship, it tells the IC Messenger program that the guardian is not eligible to receive messages for that student.
If “Messenger” is checked on the relationship, but “Messenger Preferences” on the “Demographics” page are NOT checked, it tells IC Messenger that the guardian is eligible to receive messages but it does not know where to send the messages.
NOTE: “Behavior” and “Priority” messages are not used and do not need to be checked under “Messenger Preferences”.
If a guardian is not receiving just the emails and all the steps above have been followed, advise the guardian to check their “Junk” or “Spam” boxes in their email account and also to confirm that the ‘[email protected]’ address is not on their list of blocked senders.