There are multiple reasons why a message might not be sent:

  •     If a contact doesn’t exist for the phone number
  •     If a contact has been set to not allowed
  •     If a phone number is less than 10 digits long
  •     Trying to send a MMS message but the phone is on Do or Dream 
  •     If a phone has been "locked down" by the parent portal
  •     If the messenger is out of schedule


Contact doesn't exist for the phone number 


Make sure that the Troomi phone has a contact saved for the number you are trying to text or call. 


1. Go to Parent.Troomi.com and log in 

2. Once you have logged in click on the contacts button


3. You will be taken to a screen with a list of all your contact. To search a number or contact, simply type the number in the search bar.

4. If the number does not pull up a contact, you will need save the number on the parent portal by Clicking the  "+" icon in the top right hand corner.


Contact Has Been Set To Not Allowed or Blocked 

Sometimes, a contact or contacts have been set as blocked in the parent portal.  To double check this go to the parent portal. Make sure that the child whose phone is having issues is selected. Then follow these steps:  contacts > search the contact the child can not communicate with > click on the contact > make sure the permissions are set to allow.




Phone number has less than 10 digits


You are unable to save contacts to the phone with 10 digits or less. If you need to receive a text from a number that is less than 10 digits you will need to allow communication we non-contacts. go to the parent portal then follow these steps: settings >text messaging > communication with non-contacts. Make sure the applicable toggle buttons say "yes"




Troomi phones are also not able to send or receive messages to an email.



Plan is not eligible for group or photo messages


If the phone is on a Do or Dream plan and you are trying to send group or picture messages they will fail to send. In order to send these type of messages known as MMS messages the plan will need to be upgraded to the discover plan. To upgrade your plan please follow the following steps: log in to the parent portal > click the gear button under the child's name > scroll to the bottom of the screen > Click edit plan and select " Discover."

 



The phone is locked down in the Parent Portal

Sometimes the phone may be turned off  or "locked down" in the parent portal. To check and make sure that the phone is on please go to the parent portal the follow these steps: click on the gear button > Device enabled. Make sure this toggle button is turned on.  




Messenger is outside of time scheduler 


If you are getting an error message saying the parent portal is blocking messages there may be a time scheduler on the phone that needs to be removed. Please log onto the parent portal and then follow these steps: setting > text messaging > time scheduler. Make sure the time scheduler is off or turned on at the correct times. The purple bar represents the times the phone should be able to text.