Hello Francesca,

Thank you for reaching out to us.

We did not get any screenshots. Are your notifications stay in status queued or they are not sent?

Looking forward to your reply. 

Hello Francesca,

Thank you for reaching out to us.

In 99% of cases, your hosting provider needs to ping and whitelist the address.

But first, please check if you are using the latest version of Amelia.

( You can always check what is the current latest version on this changeLog page)

if not - please update Amelia and purge all cache from the site.

-

If you activated the purchase code in Amelia Settings/Activation, 

the update should be offered in the Plugins section. 

On some WordPress installations, you need to deactivate the plugin first in order to see the update offered, so please try that.

If that doesn't work, try going through Dashboard/Updates. See if you can update the plugin through there, and if that doesn't work either, you can follow the manual update procedures in the article linked below:

Updating the plugin to the latest version

After that,purge cache of the site and try logging in the Amelia SMS account again in the Amelia Notifications/SMS Notifications/

( or if you don't have the SMS account yet, hit "Sign up" button).

Also make sure that you have some SMS credits, if you have zero balance you won't be able to perform a Test SMS message.

Then try to send a Test SMS Notification to your phone to check if it worked or not.

Please note: SMS often has a status queued but is actually sent.

It is not refreshed automatically. 

You have to press the little refresh icon next to the "queued" status, to see the actual message status.

-

If this does not work, please reach out to the DevOps of your server (or reach out to your hosting provider, and ask them to ask the DevOps) to do a network ping test towards our server.

This is the command to run the ping test:

ping smsapi.wpamelia.com

Please have them send you the network ping test latency results, and send that to us,

so that we can see if it the ping was successful.

-

Now, for the most important point, if you wish to ensure that the SMS stays properly logged in,

the hosting needs to make sure to add our Amelia server IP to the hosting firewall "whitelist".

Our Amelia SMS Server IP is 116.203.87.139.

Please let us know how it goes. Thank you

Hello Francesca,

We had cases like this with other users - with exactly the same issue;

basically, Amelia will not stay signed into the SMS service - for some users, the issue was like,

it logs them in while they are in session as Admin - but as soon as they log out - Amelia also logs out of SMS.

-

In all of these cases so far, it turned out that the issue is with the Hosting Server Security/ firewall.

Sometimes our Amelia SMS server is being completely blocked,  or in other situations, the hosting checks and they say "it is not blocked",  but they check again,   and  our IP is "gray listed".

The solution will be for the hosting support to make sure they add our Amelia SMS server IP (116.203.87.139) to the "whitelist" of the firewall,

then this issue should be completely solved.

-

And if Amelia is not logged in the SMS service,  the SMS messages will stop sending.

So we have to fix this issue, and keep Amelia logged in the SMS ( it will stay logged in regardless if a user is logged as Admin, if the hosting adds our IP to whitelist on their firewall).

-

So, please reach out to the DevOps of your server (or reach out to your hosting provider, and ask them to ask the DevOps) to do a network ping test towards our server.

This is the command to run the ping test:

ping smsapi.wpamelia.com

This is very important, so please have them send you the network ping test latency results, and send that to us,

so that we can see if it was successful.

Then they have to add our IP to the white list of the hosting firewall.

Our Amelia SMS Server IP is 116.203.87.139.

Please let us know how it goes. Thank you. 

Hello Francesca,

We have forwarded your ticket to our level 2 agents and as soon as we get some feedback from them we will contact you immediately.

Hello Francesca,

You are most welcome. As soon as they send us feedback we will contact you on this ticket. 

We wish you all the best.

Have a nice day. 

Hi again Francesca.

Sorry for the delay (the tickets close automatically after a week of no response but we're still keeping our eye on this).

We've had similar issues with a few other clients, and they were able to resolve it by adding an exception and basically whitelisting the IP address: 116.203.87.139

Can you reach out to your hosting provider/devops and ask them to whitelist this IP address?