To confirm a reminder or check-in, the person receiving it responds when CareCalls delivers: on phone, press any number key after the message (when confirmation is enabled); on text, reply Y. If they missed the first phone attempt, they can call the delivery number back before the retry to help stop unnecessary alerts.
This guide is for the repeat reminder and check-in service. For the full delivery, retry, and alert flow, see how repeat reminders and check-ins work.
| Scope | Applies to |
|---|---|
| Repeat phone or text delivery | Yes |
| One-off reminders | Same acknowledgement rules when confirmation applies |
| In-person care | No |
How do you confirm on the phone?
When confirmation is enabled for a phone delivery:
- Answer the call and listen to the reminder or check-in message.
- Press any number key (0–9) on the handset to acknowledge — you can press during the message; you do not need to wait until the end.
- You should then hear a short message confirming that the delivery was acknowledged.
CareCalls asks for a keypress so the system can tell a person answered, not voicemail or an answerphone — that reduces mistaken “answered” results and helps avoid duplicate prompts (especially around medication).
If pressing a key is difficult, see get more from CareCalls — confirmation can sometimes be adjusted when voicemail is managed carefully — or contact us.
How do you confirm by text (SMS)?
When the service delivers by text:
- Read the reminder or check-in on the handset.
- Reply Y to confirm you received it (capital or lowercase is fine unless your phone autocorrects).
If you do not reply in time, CareCalls may send the text again after a short wait (by default two attempts, about 10 minutes apart — both can be changed per service). If both attempts fail and alerts are set up, people in the support network may be notified. See how to set up and use alerts.
What if the first phone delivery was missed?
If the phone rang but was not answered or acknowledged, the person receiving the service can still act before the retry:
- Find the CareCalls delivery number — the same number that calls them for reminders and check-ins. See which number CareCalls delivers from. Supporters can log in and open Delivery factors to read it; the call receiver can save it from the contact card on that page if someone helps them set it up.
- From the phone number registered for that service (primary or second number on the account), call that delivery number.
- Follow the voice menu instructions.
- Complete this before the next delivery attempt for that slot — by default retries are about 10 minutes after the first attempt.
Calling back in that window can stop unnecessary alerts to the support network (when missed-delivery alerts are configured). You will not hear the original reminder or check-in message again on that callback — you are telling the system you are OK for that slot, not replaying the prompt.
If the line uses a call blocker, make sure inbound calls to the delivery number are allowed.
What if they still cannot confirm?
- Second number: the retry may ring a different line (for example mobile after landline) — see how the service works.
- Ring time: if voicemail answers too soon, adjust phone ring time and the phone’s own voicemail settings.
- Reachability test: run /demo to the same handset — see check deliveries are getting through.
- Reports: supporters can use View report on the manage dashboard to see acknowledged vs missed slots — see get more from CareCalls.
Related guides
- How repeat reminders and check-ins work — retries, alerts, and schedules
- What phone number CareCalls uses — delivery and callback number
- Change delivery times — if prompts arrive at the wrong time