You may be reading this because you received a message that someone’s reminders or wellness checks are failing to reach their phone or cell phone. That is different from a missed response alert (when the message got through but the person did not confirm). This guide is about delivery failures — the line did not accept the call or text.
| Scope | Applies to |
|---|---|
| Repeat reminders and wellness checks | Yes |
| One-time reminders | Similar troubleshooting — use /demo on the number in question |
| Missed-response alerts only | No — see why you received an alert |
When does CareCalls contact people about failing deliveries?
We notify the appropriate people on the service when more than 80% of recent repeat reminders and wellness checks are reported back to us as failed (the delivery attempt did not complete successfully — for example no answer path, invalid number, or network error).
That threshold helps distinguish a temporary blip from a line that is unlikely to work until something changes.
Why might deliveries come back as failed?
Common reasons include:
- Phone switched off, out of coverage, or faulty — on a cell phone, the handset may be lost or the battery flat.
- Wrong number saved on the service — after moving home, changing carrier, or replacing a lost phone.
- Network or line fault — the carrier (for example Verizon, AT&T, or T-Mobile) or a local tower or landline issue may be affecting service.
- Call screening or blockers — the call may never ring on the handset. See nuisance call blockers.
- Ring time too short — voicemail answers before anyone can pick up. See how long the phone rings.
Failed deliveries are not the same as someone hearing the message but not pressing a key or replying Y — that path leads to missed-response alerts instead.
What should I do first?
- Check in with the call receiver — ask whether their phone is on, charged, and whether they recently changed number or carrier.
- Run a free delivery test — use /demo to send a sample phone or text (SMS) to the same number the service uses. Step-by-step help is in check deliveries are getting through.
- Update the service if anything changed — wrong number, new cell phone, or delivery method (phone vs text). See below.
- Contact us if failures continue after the line works in a demo — we can help with inbound diagnosis or account review.
How do I update the service?
If the number, schedule, or delivery settings need to change, use the manage dashboard for that service:
Under Update service details:
- Call receiver details — phone numbers, email, and phone vs text delivery.
- Call details — schedules; Start or stop the service if you need to pause while the line is fixed.
- Delivery factors — ring time, blockers, and the outbound delivery number.
Full map of screens: change times, messages, or contact details.
When will CareCalls pause the service?
If repeat reminders and wellness checks fail for 20 days in total (delivery failures, not missed responses), we pause the service indefinitely until we are told the issue is resolved or you ask us to stop.
Pausing protects the call receiver from a schedule that cannot reach them and avoids repeated failed charges where applicable. Once the line is working again, a supporter with access can restart deliveries from Call details — see edit, pause, or cancel a service — or contact us if you are not sure who can log in.
Related guides
- Check deliveries are getting through — demo and inbound diagnosis
- Why you received a text, phone, or email alert — missed responses, not failed delivery
- Confirm someone received a reminder or wellness check — keypress and SMS replies