Overview

When sending text messages to parents or families through Enrollio, you might see an error that prevents delivery because the recipient has opted out or enabled Do Not Disturb. This protection exists to honor parent preferences and comply with messaging regulations.

What This Error Means

The parent or family member you're trying to reach has opted out of receiving text messages from your childcare center's phone number or messaging service. They may have also enabled Do Not Disturb (DND) in their contact profile.

If a parent previously replied with "STOP" to one of your messages, you won't be able to text them again until they respond with "START."

Why This Happens

  • The parent replied with "STOP" or another opt-out keyword to one of your previous messages
  • The phone number was reassigned to someone new who never opted in to your messages
  • The contact has DND enabled for text messages, calls, or all communication
  • Enrollio blocks the message to comply with messaging regulations

How to Fix It

1. Remove Unsubscribed Numbers

Clean up your contact list by removing parents who have opted out. You can identify these contacts by the opt-out flag in their profile.

[SCREENSHOT: Contact profile showing DND or opt-out status indicator]

2. Ask Parents to Re-Subscribe

If a parent wants to receive your messages again, ask them to text "START" to your center's phone number. This will automatically re-enable messaging.

3. Verify Consent Before Sending

Always ensure parents have explicitly agreed to receive text messages from your center. Document their consent when they first enroll or sign up for tours.

Pro Tip: Include text message opt-in language on your enrollment forms and tour requests. Something like: "By providing your phone number, you agree to receive text messages about your child's enrollment, reminders, and updates from [Center Name]."

Understanding Opt-Out Keywords

Messages Are Blocked After These Replies:

  • STOP
  • STOPALL
  • UNSUBSCRIBE
  • CANCEL
  • END
  • QUIT

Parents Can Opt Back In With:

  • START
  • YES

Important Notes About Opt-Outs

When you try to send a message to someone who has opted out, the message won't be sent and you won't be charged for the attempt.

If a parent opts out of your messaging service number, the opt-out applies to all messages from that service — not just specific types of messages. This protects families from unwanted communication.

Key Takeaway: Always get proper opt-in consent before texting parents, and respect opt-out requests immediately. Once someone opts out, they must manually opt back in before you can message them again.

Best Practices for Your Center

  • Include clear opt-in language on all enrollment forms
  • Send a welcome text when parents first opt in, explaining what messages they'll receive
  • Regularly review and clean your contact list to remove opted-out numbers
  • Train your staff to recognize and respect opt-out requests
  • Keep records of when and how parents consented to text messages