We're Moving to a New Support Platform – Starting June 1st!
We’re excited to let you know that starting June 1st, we’ll be transitioning to a new support system that will be available directly on our product websites – Amelia, wpDataTables, and Report Builder. In fact, the new support platform is already live for Amelia and wpDataTables, and we encourage you to reach out to us there.
You'll always be able to reach us through a widget in the bottom right corner of each website, where you can ask questions, report issues, or simply get assistance.
While we still do not offer live support, a new advanced, AI-powered assistant, trained on our documentation, use cases, and real conversations with our team, is there to help with basic to intermediate questions in no time.
We're doing our best to make this transition smooth and hassle-free. After June 1st, this current support website will redirect you to the new "Contact Us" pages on our product sites.
Thanks for your continued support and trust – we’re excited to bring you an even better support experience!
We have been Amelia for several months with SMS notifications. A few days ago, we (our employees) stopped receiving them. I checked the notifications, thinking we were out of funds, and still had over $8 in our account.
The odd thing is ALL notifications are showing as queued. This never happened before. If I refresh them, most (but not all) of the notifications to the customer say delivered. ALL of the notifications to the employee after refreshing say undelivered
I tested it, and received the notification as a customer, but the notifications to our employees show as deliverable. So We changed the employee phone number, it worked for 2 days, and then we stopped getting the SMS notifications to the second number. It is VERY important the employee receives these notifications.We are running WordPress 5.6.2, PHP 7.3.27, and Amelia 3.0.2.
Please help!
Thank you,
Greg
Hi, Barry!
Thank you for choosing Amelia.
Please provide us with a temporary WP Admin login, so we will be able to investigate what causes the issue from the inside.
You can post the credentials as a reply to this ticket, just make sure you use private reply mode, so no one else will see them except for us.
Best Regards.
Hi, Barry!
I apologize for the delayed response, we don't work on weekends.
It looks like the issue was caused on the SMS Provider's side. We contacted their support to find out what happened. I'll get back to you once they reply.
Best Regards.
It was 4 days that you informed me this is an issue on your end, and I have not heard back. This is big issue for us that we are not properly receiving our appointment notification texts!!! Please expedite ths.
Hi, Barry!
I just received an answer from the SMS Provider less than an hour ago. Unfortunately, it was a new global error, so the investigation took time.
The issue was caused by a block on the SMS Carrier side. Now the block is removed, so please retest the notifications.
Looking forward to hearing from you.
Sorry, I thought you said reset, not retest. The messages are being delivered, however my notifications all come up as cued and I have to refresh them one by one to see if they were delivered. That needs to be resolved so we know if a n appointment notification got through
By "retest" I mean please try to send SMS Notifications again (to a test number).
Best Regards.
I just updated my reply, but will re-post...
Sorry, I thought you said reset, not retest. The messages are being delivered, however my notifications all come up as cued and I have to refresh them one by one to see if they were delivered. That needs to be resolved so we know if a n appointment notification got through
Hi, Barry!
I apologize for the delayed response, I had to collect this information from different sources.
So, the issue is caused by SMS API not being able to update the status of the message in their database. We will fix this soon, our developers have this functionality on their to-do list.
What we can suggest now is to ask your hosting provider to allow requests from https://smsapi.wpamelia.com/. That should resolve the problem until we implement the fix.
Sorry for the inconvenience.
If you have any other questions, please let us know.