Problem#
A new turnover was created, but the cleaner says they never received a text about it.
Most Likely Causes#
- The cleaner's phone number is missing or entered incorrectly on the property.
- The number previously replied STOP and is now opted out of texts.
- SMS notifications aren't configured for the account.
- The text was delayed or blocked by the cleaner's phone carrier.
Fastest Fix#
- Confirm the cleaner's phone number in Property Setup & Sharing is correct, including area code.
- Ask the cleaner to check whether they previously texted STOP to any number associated with Clean Report — if so, have them text START to opt back in.
- Send the property's cleaner link directly (by text, email, or however you normally reach them) as a reliable fallback.
Diagnostic Steps#
- Try sending a test text from the property's settings — if it fails, it will usually show a specific reason (an unconfigured provider, a missing number, or something that doesn't look like a valid phone number).
- A cleaner who opted out with STOP won't receive any texts again until they text START, even if the underlying issue is otherwise fixed.
Advanced Troubleshooting#
If test texts also fail with an error mentioning SMS configuration, that's an account-level setup issue rather than something specific to one cleaner — see SMS Notifications for Owners and Cleaners.
Contact Support#
If the phone number is correct, hasn't opted out, and test texts still fail, contact support with the property name and the phone number involved.