There are a number of reasons why a parent might not be receiving a journal for their child.  You can check the following to try to identify why:


  1. Check to make sure the parent is listed under the Parents section of the child's profile.  This may sound obvious, but it is not sufficient for them to just be listed under Authorized pickups.
  2. Under the Parents details, check their preference for "Send Journal By".  If it is set to None, switch it to one of the other choices.
  3. If the "Send Journal By" is set to text:
    • Check that the parent has a phone number that is type "Cell".  Sometimes parents enter only one number as their home number, but is in fact a cell phone.  
    • Double-check the phone number.  
    • Ensure that the number is a full 10-digit number.  
    • Confirm with the parent that the number is in fact a cell phone.  Most VoIP numbers do not support text messages and our platform does not support text-to-landline.
  4. If the "Send Journal By" is set to email:
    • Check that the parent has an email address in the details section.
    • Double-check the email address and confirm with the parent.  Sometimes it helps to have the parent email you from the address so that you can copy and paste it into Fastoche.
    • Have the parent check their junk folder, and if your messages appear there, ask them to add you to their safe senders list.
    • If the parents has previously marked a message as Spam, their address is automatically added to our central blacklist.  You will receive bounces indicating the email address is on the blacklist.  The parent must take steps with their email provider to correct the issue.  Once that is done, please contact the help desk to have the address removed from the blacklist.