Skip to main content

Denticon Texting — What Does the Failed or Permanent Failure Error Mean

Kathleen Lee
Updated

Quick Answer

A "Failed" or "Permanent Failure" error when texting a patient in Denticon means the patient has either opted out of text messages by replying STOP, or the No Auto SMS messages box is checked on their patient record. The patient must text START to re-enable messages, or the checkbox must be unchecked manually.

Applies To

Product: Denticon

Plan: All plans

Role: Front Desk, Office Manager, Admin

Before You Begin

  • You must have Edit Patient access to modify the patient's SMS settings.
  • If the patient texted STOP to opt out, the No Auto SMS messages field will be checked and grayed out — it cannot be unchecked by office staff. The patient must initiate the re-opt-in themselves by texting START.

Steps

Use the appropriate path below depending on the cause of the error.

If the 'No Auto SMS messages' box was manually checked (not grayed out):

  1. Navigate to the patient's record and click 'Edit Patient'.

    2. → The patient edit form opens.

  2. Locate the 'No Auto SMS messages' checkbox and uncheck it.

    3. → The checkbox is no longer selected.

  3. Click 'Save' to apply the change.

    4. → The patient record is updated and text messages can now be sent.

If the patient opted out by texting STOP (field is grayed out):

  1. Inform the patient that they need to text START to the office's text number from a previous text message thread.

    2. → Once the patient texts START, the opt-out is reversed and the No Auto SMS messages field will become unchecked and editable again.

Expected Result

When complete, the patient's record will no longer have No Auto SMS messages checked, and outbound text messages will send successfully without a Failed or Permanent Failure error. If the field remains grayed out, the patient has not yet texted START and must do so before texts can resume.

Troubleshooting

Problem: The 'No Auto SMS messages' checkbox is grayed out and cannot be unchecked

Cause: The patient previously texted STOP to opt out. Denticon locks this field by design to prevent offices from re-enrolling patients against their wishes.

Fix: The patient must text START to the office's text number from a previous message thread. Once they do, the field will become editable again.

Problem: Text messages still fail after unchecking 'No Auto SMS messages' and saving

Cause: The patient may have an invalid or inactive mobile number on file, or the opt-out may not have been fully reversed yet.

Fix: Verify the patient's mobile number is correct in their record. If the number is correct and failures persist, contact Planet DDS Support.

Need More Help?

If these steps did not resolve your issue, contact Planet DDS Support and include the following:

  • Screenshot or screen recording of the issue
  • Your account name or Practice Group ID (PGID)
  • The exact error message text, if any
  • What you were doing when the issue occurred

Version 1.3

Related to

Related articles