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SchoolMessenger FAQ

Jump to answers for questions about:

  • SchoolMessenger
  • Using the SchoolMessenger Mobile App
  • Text Messages
  • Troubleshooting
  • What is SchoolMessenger?
    SchoolMessenger is a free web and mobile app that gives you access to District/school notifications of all types (text messages, voice, email) inside a single inbox. You can also change your contact preferences and adjust contact numbers in the web app, available from any Internet-enabled device.

    How do I change my phone numbers or email addresses to which the District sends automated messages?

    Please call your school building or the Registration office at 216-295-4321 to change the information associated with your automated call preferences. 

    How do I change what calls, emails and texts I receive in SchoolMessenger? 
    The easiest way is to visit the SchoolMessenger website at https://go.schoolmessenger.com/. Create an account by clicking “Sign Up” on the top right menu, using the email address that you have provided to the school. 

    Then you can choose how you want to be contacted based on the category of message (from emergencies to school activities) and provide contact permission. You will also be able to listen to and read messages from the school for the previous 30 days so you don’t miss a thing, including alerts, notifications and attachments. You can also sign back in to change your preferences at any time. 

    What if I want to use the SchoolMessenger mobile app?
    You will find the SchoolMessenger app in the Apple App Store or Google Play Apps. Click the “Sign Up” button, enter your email address, create a password, and select your location. An email will be sent to that address with a link. Tap on the link in the email to verify your account. 

    If you receive an “already claimed by another user account” error message that means you’ve already created a SchoolMessenger account via another SchoolMessenger product, such as Contact Manager (which is being replaced by the SchoolMessenger App). Simply use the “Forgot your password” and follow the prompts. By doing this, you will move your email address’ association from Contact Manager to the SchoolMessenger App.

    Will the SchoolMessenger mobile App notify me if there is new information?
    You can opt in to receiving Device (or push) Notifications under Notification Preferences. When you choose to receive Device Notifications, a badge or alert will appear when new communications are available in your SchoolMessenger App inbox.

    How private is the information in the SchoolMessenger App?
    SchoolMessenger is one of more than 200 organizations that has signed the Student Privacy Pledge. The Pledge spells out a dozen commitments related to the protection and responsible use of student data. You can rest assured that your student’s information is secure and will never be sold, rented, or shared. Signatories to this pledge can be held legally responsible for actions or practices that do not conform to it. 

    SchoolMessenger does not charge recipients for the text messages that they receive or send to the short code; however, wireless providers may charge for individual text messages, depending on the plan associated with the wireless device. Please consult your carrier if you are uncertain. 

    How do I “Opt-In” to receive text messages?

    1. Confirm the text device number(s) are in imported to Communicate.
    2. Text “Y” to 67587 from each wireless device they wish to receive texts on. Note: Depending on the data synchronization configuration it may take 24 hours or more for numbers to be updated from the district SIS database.

    How do I opt-out of receiving text messages?
    Recipients not wishing to receive text messages to a particular number can simply do one of the following:

    • Don’t opt-in and don’t reply to the opt-in invitation message.
    • Text “STOP” to 67587 at any time.
    • Opt out online at http://schoolmessenger.com/txtmsg
    • Request that your organizations SchoolMessenger Communicate system administrator add the number to the account’s phone number block list.

    I received a text message that says it’s from SchoolMessenger? What does it mean?
    If it was from 67587 that was most likely the Opt-In Invitation message sent by SchoolMessenger.

    To continue receiving informational text messages from the school(s) reply with “Y”.
    If you do not reply, you won’t receive any future texts from the District/schools.

    I “Opted-In”, but I’m not receiving texts?

    • Ensure that the District has your correct device number in the database. It may take 24 hours for a number to become active after being changed or added to the district’s system.
    • Send a text with “Y”, from that specific device to 67587. You should receive an opt-in confirmation message from the service.
    • If you want to receive texts on multiple devices, each device number must complete the Opt-In process.
    • Confirm that the district has actually attempted to send a SchoolMessenger Communicate broadcast which includes an SMS text message to your mobile phone number.

    How do I know if it worked?
    After you text one of the key words to the short code the system will ALWAYS respond back with one of three messages:

    • Opt-in Response: You're registered 4 SchoolMessenger notifications. Reply STOP to cancel, HELP for help. Msg&data rates may apply. msg freq varies. schoolmessenger.com/txt
    • Opt-out Response: You're unsubscribed from SchoolMessenger. No more msgs will be sent. Reply Y to re-subscribe, HELP for help. Msg&data rates may apply. schoolmessenger.com/txt
    • Help or Unknown Key Word Response: SchoolMessenger notification service: Reply Y to subscribe or STOP to cancel. Msg&data rates may apply. Msg freq varies. Visit schoolmessenger.com/txt for info
    • Any other response – or no response: indicates the recipient should contact their wireless device provider to have SMS messaging/premium content enabled (see below for more details).

    What does it mean if I texted “Y” or “yes” and I received some sort of error message back?
    If you receive what appears to be an error message, similar to one of the following, it most likely means that short code text messaging is not enabled on your wireless subscription plan:

    • Service access denied
    • Message failed
    • Shortcode may have expired or shortcode texting may be blocked on your account
    • Does not participate

    These replies DO NOT indicate that the wireless provider can’t receive messages from SchoolMessenger. Rather, they are an indication that the specific mobile device does not have short code SMS texting enabled for that number (this is sometimes disabled by default on company provided cell phones). To address this, contact your wireless provider. Note: Providers sometimes use various names for this type of texting service (e.g. short code, SMS, premium, etc.). If you simply ask about text messaging, your carrier may assume you are referring to person-to-person. Therefore be very clear to refer to “short code” text messages. Most TV programs which have a voting component use short code SMS messaging (e.g. American Idol, Dancing with the Stars). Using an example such as this can be helpful in clarifying the type of texting service you want to enable.

    Will I be charged for the text messages that I receive from SchoolMessenger?
    SchoolMessenger does not charge recipients for the text messages that they receive or send to the short code; however, wireless providers may charge for individual text messages, depending on the plan associated with the wireless device. Please consult your carrier if you are uncertain. 

    SchoolMessenger

    Questions? 

    SchoolMessenger Solutions Support
    800-920-3897
    support@schoolmessenger.com 

    District Communications Office
    216-295-1400
    news@shaker.org 

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    If any of the material on this page is not accessible to you or you have questions, please send us an email or call us via our contact page and we will provide alternatives.