The System will not increase the Dunning Count and will wait for the next Notifications batch cycle to try again unless you batch on-demand.

• NOTE: The System does not remove these notifications from this status automatically. 

• Use the Select Action button to change Multiple Notifications at once. (See below) Otherwise, the Error Notifications will stay in the status permanently.

Email Notifications

UnDeliverable - Permanent (HARD BOUNCE): The mailbox does not exist. A new Email Address needs to be obtained for the Guarantor.

• This is a Hard Bounce, which indicates an incorrect, missing, or misspelled Email Address.

• The Patient is automatically Errored Out by default for Email Notifications.
• The Guarantor's Email Address needs to be updated before attempting to send again.

• Use the Modify icon in the Guarantor column to update the email address.
• Change the Status from Errored Out to Opted In.
• Select Save [F2].

• The Notification will be sent again in the next Cycle.

• Hard Bounce Message Examples: Notification Delivery Failed: HARD BOUNCE

• Unknown Mail Server (Mailbox Unavailable)
• Sorry, your message to xxxxxx@yahoo.com cannot be delivered. The mailbox is disabled.
• Requested mail action aborted; Mailbox not found.
• The email account that you tried to reach does not exist. Please try double checking the recipient's email address for typos or unnecessary spaces.
• User does not exist.

Undeliverable - Can Retry (SOFT BOUNCE)

These messages can be resent later without any changes. The Guarantor is still Opted In.

• Soft Bounce Message Examples:

• Notification Delivery Failed: SOFT_BOUNCE

• User is Over Quota

• Invalid Domain
• Message Expired; Unable to deliver in 840 minutes.
• null
• Sender rejected
• Recipient rejected by downstream MTA; Reason Mailbox unavailable.

Queueing Error: 

• Message: Could not send notification due to Contact information for Guarantor. They will be sent a paper statement.

• The Guarantor's email is missing.

• This queueing error should change the Email status in Errored Out automatically.
• Add the Guarantor's email and change to Opt In.

• Message: Error: 400 Bad Request from POST

• The notification could not be queued and has previously reported a HARD BOUNCE/COMPLAINT
• A Guarantor's email address is present, but there was a hard bounce for an unknown reason. It is most likely because the email address is incorrect.
• This error automatically changes the Email Status to Errored Out.

Text Messages (SMS)

Undeliverable - Can Retry:

• UNREACHABLE (Soft Bounce): The recipient's device is currently unreachable or unavailable.

• The device may be powered off or might be disconnected from the network.
• You can try to send this message again without making any changes.

• CARRIER_UNREACHEABLE: An issue with the mobile network of the recipient prevented the message from being delivered.

• This error is usually transient, and you can attempt to send the message again.

Delivery Error: Undelivered Message Status

These should change the Text Status to Errored Out automatically.

• Notification Delivery Failed:

• OPTED_OUT: The recipient opted out of receiving messages from you.
• SPAM
• UNDELIVERED: The Guarantor's cell phone number is present but was unable to be delivered.

• Double check the cell phone number and make sure it is not a land line.

• Unsubscribed recipient: Attempt to send to unsubscribed recipient.

• The Guarantor is Errored Out automatically.
• Change the Text Status to Opted Out.

• INVALID: The destination phone number is invalid.

• Automatically changes Text status to Errored Out.
• Enter a valid cell phone number or Opt Out of Texts.

• BLOCKED: The recipient's device is blocking SMS messages from the origination number.

• Delivery Code Error: There will be a long message that contains a SMS Delivery Error code.

• Error Codes 30003 & 30005: Message Delivery - Unknown destination handset

• The device is unknown or may no longer exist.
• The device is not on or does not have a sufficient signal.
• The device cannot receive SMS (landline).
• There may be an issue with the mobile carrier.

• Error Code 30006: Message Delivery - Landline or unreachable carrier

Queueing Error: 

• Message: Could not send notification due to Contact information for Guarantor. They will be sent a paper statement.

• The Guarantor's Cell Phone number is missing.

• Add the Guarantor's cell phone number or Opt Out.

• The queueing error should change the Text to Errored Out or Opted Out automatically.

• Message: Error: 400 Bad Request from POST

• The message could not be queued.
• The SMS that was used to send the message was not accepted by the server because of an issue with the request format. This is most likely due to:

• A missing or incorrect phone number
• Invalid characters: Certain characters are not allowed in SMS Messages.
• Message too long: Exceeds the SMS services character limit.
• Missing required information, such as sender ID or message type.