I received an email notification about my device changing health states, but I didn't receive a text. Why is that?

If you’d like to receive a text message when your devices change health states, ensure that you have “SMS” selected in your Notification Preferences for Device Health Changes on the Profile Page of your REALConnect account.  

If you have already selected “SMS” in your notification preferences, then you may not be receiving text notifications based on the time in which the health change occurred. If one or multiple devices have health state changes during the night, REALConnect will send one email notification in the morning that summarizes the changes that occurred overnight. To avoid sending individual text messages in the middle of the night, these notifications are not sent over text, and are reserved for the morning email.

Certain health state changes always occur overnight, such as issues detected during a nightly self-test, or errors in the device syncing with REALConnect. Other potential issues, like a temperature warning or a low battery, may occur during the day or overnight. 

If you continue to have problems receiving text message notifications, please contact Customer Support at support@avive.life or give us a call at (800) 489-4428.