TextEmail

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TextEmail - Support

TextEmail support information

Welcome to the TextEmail support area. You will have arrived here from a link within an email you received from us. This email was sent to you because your attempt to send a text message from the TextEmail application was unsuccessful.

The objective of this page is to provide a little more information on the possible cause of your message failure. If, having reviewed the following information, you are still seeing an issue, please send your failure message to us at CustomerCare@TextAnywhere.net and we’ll respond to you swiftly.

1. Incorrect email address or password

Message received: "Your SMS text message was not sent to its intended recipients as, unfortunately, either your email address is not recognised by our service or your password is incorrect."

Cause A: The email address that you are sending your email/SMS from does not match the email address that we have for you. This is the most common cause of this error.

On receiving your email (to convert to SMS), we check that you have a valid licensed copy of TextEmail by comparing the email address that we have for you with the one that you have sent your email/SMS from.

If the two addresses do not match exactly your SMS will not be sent and an error message will be returned to you.

Solution A: Check that the email address that Outlook physically sends from matches the email address that you registered with us. Often, your email address can have multiple aliases (different email addresses) that resolve down to a single email address that your messages are sent with. It is this email address that needs to be registered with us, not one of the aliases.

To check your email address or to give us your updated email address, please call or send an email to us.

Cause B: The password associated with your user account does not match the password embedded within your email/SMS.

When you installed TextEmail you entered your password. This password is sent by TextEmail with each email/SMS that you send.

If the password that we hold does not match the password in your email/SMS, your SMS will not be sent and an error message will be returned to you.

The most likely cause of this error is due to an incorrectly entered password at time of installation.

Solution B: There are two solutions to amending the password:

1. Uninstall and then re-install TextEmail

You must fully uninstall TextEmail. To uninstall TextEmail follow your Windows process for removing applications, using the “Add or Remove Programs” facility.

Then follow the instructions contained within the “Welcome” email from TextAnywhere to you as a new TextEmail user. This will include downloading the application using the web link, closing down Outlook and following the installation steps.

2. Amending the password stored on your pc

To amend your password, please follow these steps:

- Close Outlook
- From the “Start” menu, select “Programs”
- Select “eMailSMS” and then “eMailSMS Help”
- Select “Support” and then “Frequently Asked Questions”

2. Unlicensed version of TextEmail

Message received: "Your SMS text message was not sent to its intended recipients as, unfortunately, you do not have access rights to use the TextEmail application."

Cause: The email address that you are sending your email/SMS from does not have the rights to use the TextEmail application.

Solution: Contact the Administrator of your account and ask them to review the rights that are set-up for you as a user. You will need to have a tick against the TextEmail application.

If you have the rights to use TextEmail but you are still seeing the same error message, then please contact TextAnywhere directly.

3. Your TextAnywhere account is not active

Message received: "Your SMS text message was not sent to its intended recipients as, unfortunately, your account is not operational."

Cause: Your organisation’s account with TextAnywhere is not active – the account still exists, however the account is currently unable to send any text messages

The most likely cause of your account being inactive is that you have an outstanding, unpaid invoice on your account.

Solution: Contact TextAnywhere directly to discuss your account’s position.

4. Insufficient message credits on your account

Message received: "Your SMS text message was not sent to its intended recipients as, unfortunately, you do not have sufficient message credits on your TextAnywhere account."

Cause: Your account with TextAnywhere does not have sufficient message credits on it to enable the messages that you wish to send from TextEmail to be sent.

Solution: You Administrator will need to revisit the Administrator Panel of your TextAnywhere account and purchase more credits for your account. The credits purchased will be automatically and swiftly added to your account for your use.

5. TextEmail service issue

Message received: "Your SMS text message was not sent to its intended recipients as, unfortunately, there was a problem with the TextEmail service."

Cause: The TextEmail service is experiencing a temporary service issue with messages unable to be delivered or replies received. This is a TextAnywhere issue for resolution.

Solution: You can check the status of TextEmail and other TextAnywhere services at status.textanywhere.net Link navigates away from site.

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