I’m not really sure where in the “approval process” we are - maybe we are past the part that is referenced in the email I received today, but this is concerning (I added the below information to an outstanding ticket we’ve had with Ethos since February)…
There are some people at UW on a listserv of which I am part, who are going through the process to get their twilio registration completed (provided company info, EIN etc) and I told them about how long it was taking us.
This was a response from one of them
Hi Julie,
Earlier today I sent Twilio the EIN Verification Letter Adam mentioned, attaching it to an existing support ticket. That seemed to do the trick, as my brand is now registered.
Maybe that same document could be helpful in your case?
It looks like the next step for me is to “register a campaign.”
Thanks and good luck,
Eric
So… I’m a little confused as to why we are having such a delay? Where in the process are we with Twilio?
I have been working with Twilio Support daily after identifying an issue that will not allow me to move forward with the necessary steps for approvals to process. This issue with their software is affecting all of the Cadmium - EthosCE clients that utilize SMS at this time. I am addressing as quickly as possible.
Hello, I was able to work through all the client info for those that have provided it. Each profile, brand and campaign has been entered, now Twilio uses an outside source to make the final approvals. I’m in contact with a Twilio tech to be sure nothing is being rejected. As soon as I have the approvals, I will let you know.
Hello! Quick update - Campaign approvals are happening! I am correcting any issues with ones that may have not been approved for various reasons. We should start seeing texts going through again. Any created tickets will be updated, once I see approval finalized. I appreciate your patience as I have worked through this extended process.
Hi Ann - what does that mean from a timeline standpoint… we have a lot of people asking when this will be fixed. I have a meeting later today and I need to give an answer - like a few days? A week? A month? Thanks!
There is no doubt that this issue continues to cause frustration for all. We would like to hear more of what is happening from Cadmium’s end. It would provide more assurances that this is moving forward. I have shared this email with our coordinators this afternoon.
subject: ce.childrenscolorado.org sms status update, 9/8 - system still not sending confirmations
All,
We appreciate your patience and share your frustrations with the system not sending text confirmations. We know that our learners have come to expect that they can enter their attendance and register via text. Our vendor shared that our account is being reviewed by its telecom provider. However, a resolution and eta still have not been shared.
Until otherwise notified, please have your learners log their attendance online at https://ce.childrenscolorado.org/code When visiting this page, learners will be first authenticate and then be directed to a place to enter their codes. For those with confirmed accounts, they can continue to text, but will not receive a confirmation. They can check their pending activities or transcripts (for attendance only events) to see that they are registered or attendance was taken.
I am sorry that this issue lingers. Please let me know what questions you have. Thank you for all that you do and your patience.
Hi Dave, I have given updates on as much as I can. Everything has been submitted to Twilio. They use a 3rd party vendor for final approvals. From the Cadmium end, I have done everything we have the capability to do. This is in Twilio’s hands now. I have been in contact with a tech on their support team and have given all the information to have the EthosCE client accounts expeditated. At this time, all I am being told is that they are overwhelmed with submissions. As I have said, I know this is frustrating for your sites/users… I am doing everything I can to get this resolved.
Things are really getting bad here. I don’t think texting in is working for 90+% of learners. We have a department demanding that this be fixed by Wednesday. I’m not sure what to say. I reached out to Twilio directly. I have to have an answer. Dave - thanks for providing what you shared with your coordinators!
We are waiting for an update. To the best of my knowledge, we have not been approved. We are not aware of how to check, short of information from Cadmium. The portal verification seems to be for Twilio customers. -Dave, Children’s Colorado
Anyone starting to have people who text in (and have accounts with verified phone numbers) NOT receive any email confirmation and NOT be marked as enrolled/attended? We have a ticket in about this but it seems to be getting worse. We had an RSS session on Friday where many people indicated they texted in but were not marked attended. People being marked attended in spite of no texts being sent to them was the only saving grace in this fiasco. If this is going to fall apart too I don’t know what we’ll do.