Troubleshoot Snug text messages and verification codes

Use these steps if you or an emergency contact are not receiving Snug text messages, including reminders, verification codes, welcome messages, or missed-check-in alerts.

Snug text messages and verification codes come from +1 (844) 243-9110.

When Snug sends text messages

Snug may send an SMS message:

• To a Snug customer: When they request a verification code to create an account or sign in
• To a Snug customer: At their check-in deadline and again two minutes later if they have not checked in
• To an emergency contact: When the customer adds or re-adds them as an emergency contact
• To a Free Plan emergency contact: Ten minutes after the customer misses a check-in

Dispatch Plan emergency contacts receive the welcome text when they are added. After a missed check-in, a Snug dispatcher contacts them by phone when needed.

If you are not receiving Snug messages

1. Confirm that your Snug account uses a U.S. mobile number belonging to a smartphone, not a landline
2. Add +1 (844) 243-9110 to your phone's contacts as Snug
3. Check your phone's spam and blocked-message settings; unblock Snug if necessary
   • iPhone users: See Apple's block, filter, and report messages guide
   • Android users: See Google's block or unblock a conversation guide
4. Send a text message containing START to +1 (844) 243-9110
5. Request the verification code or message again

If you use T-Mobile

Some T-Mobile accounts have code blocking enabled. Call 611 from your T-Mobile phone and ask T-Mobile to:

• Remove code blocking from your account
• Allow messages from toll-free numbers

After T-Mobile confirms the change, request a new Snug verification code.

If your emergency contact is not receiving Snug messages

Ask your emergency contact to:

1. Confirm that the number in Snug belongs to a smartphone that can receive SMS messages, not a landline
2. Add +1 (844) 243-9110 to their phone's contacts as Snug
3. Check their spam and blocked-message settings; unblock Snug if necessary
   • iPhone users: See Apple's block, filter, and report messages guide
   • Android users: See Google's block or unblock a conversation guide
4. Send a text message containing START to +1 (844) 243-9110

If the steps above do not solve the problem, delete and re-add the emergency contact in Snug. This sends a new welcome message immediately.

Follow Add, remove, or reorder emergency contacts to remove the contact and then add them again.

Ask the contact whether the new welcome text arrived.

Dispatch Plan landlines: A Dispatch Plan emergency contact may use a landline for dispatcher phone calls, but a landline cannot receive Snug SMS messages.

If you are still not receiving SMS messages from Snug

Email support@snugsafety.com with:

• A description of which message did not arrive
• The Snug account phone number