Troubleshooting receiving SMS (text) messages

Support Center > Tips and Settings

Published 03/18/2024 at 5:53am UTC

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Details

SecureVideo sends SMS notifications from either our United States Shortcode (76938) or one of these toll free numbers (for redundancy): 

  • 833-652-1570
  • 833-691-2103

 

These notifications can include invitations and reminders to sessions, MFA codes to login, or general system notifications. 

 

If you are not receiving notifications, there are some possibilities addressed below. 

 

Answer

 

 

Spam and other filters

Android: remove from spam and blocked contacts

 1. Open the "Messages" app.

 

 

2. In the upper right hand corner, tap on your profile icon. (In this example, it is a "W", but your icon may be a different letter, or your profile picture.) 

 

 

3. In the menu that appears, tap on "Spam & blocked". 

 

 

 

 

4. Scroll through recently blocked messages to see if you can find one from a SecureVideo number, or tap on the 3 dots in the upper right hand corner.

Numbers:

  • 76938

  • 833-652-1570

  • 833-691-2103

 

 

 

5. Scroll through the list of blocked numbers and tap the "X" next to the number you would like to unblock. 

 

 

6. Confirm you would like to unblock the number.

 

 

iPhone: remove from blocked contacts

1. Open the Settings app on your phone. 

Settings

 

2. Scroll down to "Messages". 

Messages

 

3. Tap "Blocked Contacts". 

 

 

4. scroll down the list of blocked contacts, and tap or swipe left on a number in the list, then tap Unblock. Or tap Edit, then tap the Remove button the Remove button.

  • 76938

  • 833-652-1570

  • 833-691-2103

      

 

 

 

iPhone: turn off "Filter Unknown Senders"

1. Open the Settings app on your phone. 

Settings

 

2. Scroll down to "Messages". 

Messages

 

 

3. Scroll down to "Unknown & Spam". 

Unknown and Spam

 

 

4. Check the "Filter Unknown Senders" toggle. If it's green, then it is on. If it is gray, then it is off. Touch the toggle to change the setting. 

iOS: Filter Unknown Senders

 

 

 

Carrier Shortcode Blacklist

T-Mobile Shortcode Blacklist

T-Mobile users in particular seem to have shortcodes blacklisted by default (although this may vary by plan). There does not currently seem to be a way to change this preference within a T-Mobile customer's online account access, however T-Mobile has said that the block can be removed by T-Mobile support.

T-Mobile calls this setting "Shortcode Blacklist". To remove this setting, the mobile user must call 611 directly from their T-Mobile device experiencing the issue – or if using another device, call 1-800-937-8997 – and request “Shortcode Blacklist” setting to be removed from their account.

 

 

This article was last reviewed by our Support team on March 17, 2023.