Overview

If incoming text messages aren't showing up in Enrollio—or they're appearing as calls instead—this guide will help you diagnose and fix the issue. The solution depends on whether you're using Twilio or Enrollio Phone.

Quick Fix Guide

For Enrollio Phone Users

Contact Enrollio Support for assistance. Our team will resolve the issue directly.

For Twilio Users

Follow these troubleshooting steps:

  • Verify your Twilio number configuration
  • Confirm the number is SMS/MMS-capable
  • Check that webhook URLs are correctly set for messaging
  • Review whether Messaging Services are enabled
  • Check Twilio message logs

If the issue persists after following these steps, contact Twilio support directly.

Step-by-Step Fix for Twilio Users

Step 1: Log in to Twilio

  1. Go to twilio.com/login and sign in
  2. Click your Account Name in the top-left corner
  3. Select View Subaccounts
[SCREENSHOT: Twilio dashboard showing Account Name dropdown menu with View Subaccounts option highlighted]

If you manage multiple subaccounts and need to find the right one:

  1. Go to your Enrollio Dashboard
  2. Navigate to Settings > Phone Integration > Client Account Settings
  3. Search for the account you're troubleshooting
  4. Copy the Account SID
[SCREENSHOT: Enrollio Dashboard showing Phone Integration settings with Account SID highlighted]

Step 2: Find the Correct Twilio Number

  1. In Twilio Subaccounts, paste the Account SID into the search bar
  2. Click on the matching subaccount
  3. Go to Phone Numbers > Manage > Active Numbers
  4. Click the phone number in question
[SCREENSHOT: Twilio subaccount search interface with Account SID pasted in search bar] [SCREENSHOT: Twilio Active Numbers list showing available phone numbers]

Step 3: Confirm Webhook Configuration

  1. Scroll down to the Messaging section
  2. Check the webhook settings—if missing or incorrect, update them according to Enrollio's requirements
  3. Click Save
  4. Test to see if inbound messages now appear correctly
[SCREENSHOT: Twilio phone number settings showing Messaging webhook configuration fields] [SCREENSHOT: Correct webhook URL format for Enrollio messaging integration]
Pro Tip: Make sure the webhook URL matches exactly what Enrollio provides. Even a small typo will prevent messages from appearing in your conversations.

Step 4: Verify SMS Capability

Look for a dagger symbol (†) next to your phone number. This indicates the number can only send and receive text messages within the same country.

[SCREENSHOT: Twilio phone number details showing SMS capability indicator symbol]

If your families or staff are texting from outside your number's country, messages won't come through.

Step 5: Review Message Logs

  1. In Twilio's left sidebar, click Monitor > Logs > Messaging
  2. Enter the parent's phone number in the To field (numbers only—no spaces, dashes, or parentheses)
  3. Review the message status
  4. Click the date to view detailed message information
[SCREENSHOT: Twilio Messaging logs interface with phone number search field]

If the message status shows "Delivered" but nothing appears in Enrollio, copy the Message SID and open a support ticket with Twilio. This indicates the message reached Twilio successfully but wasn't forwarded to Enrollio.

Still Having Issues?

If you've completed all troubleshooting steps and messages still aren't appearing:

  • Enrollio Phone users: Contact Enrollio Support
  • Twilio users: Contact Twilio Support with your Message SID
Pro Tip: Keep your Twilio Account SID handy when troubleshooting. You'll need it to quickly locate the right subaccount and phone number configuration.