SMS Text messaging is used for various different purposes throughout the duration of the trial. If they are registered using the Patient Connect app, SMS text messages are used to remind the participant to complete their activities. Depending on the trial, some participants can be using One-Way or Two-Way SMS texting to record their doses as well.

If your participant is not receiving any of these text messages, you can review the scenarios below to determine why:

Scenario A: The phone number provided was incorrect

If the phone number provided in the system is incorrect, it will prevent the participant from receiving any text messages. To correct the phone number you should use the "Change Participant Phone Number" option on the Participant Settings tab.

Please refer to the following KB Article for instructions if needed: How to Update Participant’s Phone Number on the Dashboard

Scenario B: The phone number provided was a landline

SMS text messages can only be sent to mobile/cellular phones. If the phone number that was entered belongs to a landline, the participant will not receive them. To correct the phone number you should use the "Change Participant Phone Number" option on the Participant Settings tab.

Please refer to the following KB Article for instructions if needed: How to Update Participant’s Phone Number on the Dashboard

Scenario C: The participant opted out of receiving text messages

The text message system features an option to opt out of receiving text messages by replying "STOP". This will prevent them from receiving any future messages at that number. If the participant replies "START", they will resume receiving texts.

Scenario D: The participant is already registered using the phone number

If the participant is already registered and active using that phone number in another trial, it will prevent them from receiving texts. Please reach out to the AiCure Support team for assistance.