EMBODI App Registration: When Verification Codes Don't Arrive

When users are encountering an error message during EMBODI app registration, specifically when attempting to receive a verification code, despite their phone number matching the one on record, and even after troubleshooting steps like clearing app data and reinstalling the app.

Error:

Reason: A reason for this issue can be that the user's phone number has opted out of receiving SMS messages from the specific phone number our system uses to send verification codes. Our system utilizes a single, dedicated phone number 947-888-9990 for all outgoing verification code texts. If a patient has previously opted out of SMS communication with this specific number, they will not receive the necessary codes.

Symptoms:

• Other SMS messages may be received by the user without issue.

• User receives an error message during registration indicating a problem with sending/receiving the verification code.

• User confirms their phone number is correct.

• Clearing app data and reinstalling the app does not resolve the issue.

Recommended Action for Troubleshooting Guide:

When a patient reports not receiving a verification code during EMBODI app registration, perform the following action:

1. Confirm that the date of birth and phone number entered/used in registering to the EMBODI app matches the one on file in the clinic's EHR system.

2. Suggest clearing app cache or data and reinstalling the app (this will fully remove all the app data including corrupted ones which may also cause such concern).

3. Kindly instruct the app user to send the text "START" to 947-888-9990 before retrying to register to the EMBODI app. By texting "START" to this number, the user will re-opt-in to receiving SMS messages from our verification code sender. Once they have sent this text, they should then be able to successfully request and receive the verification code within the EMBODI app.