Text Notifications Unavailable for Rogers Customers

Justine Levesque

Hello,

We have identified an issue with enabling and receiving text notifications for users who are Rogers customers. In July 2023 Rogers discontinued their email to SMS function which it seems is how the text notifications are sent through Blackbaud. A number of our existing users who had enabled text notifications are no longer receiving notifications. New users trying to activate phone numbers to set up text notifications can not do so as they are not receiving the activation code.

I am inquiring as to whether any other Canadian users have experienced the same issues? And if Blackbaud is aware of this and is planning a new method of delivery for text notifications?

We also have some concern about the method of delivery to Bell customers. The code is not delivered from a number, but rather from a string of characters for an email (see image included). This may be flagged as suspicious for some users as spam.

Kim Feniuk

Yes, we've just come across this last week. Also wondering the same if Blackbaud is aware of this and if we can expect other providers to follow suit on this. Huge impact for our parents as many are on Rogers network.

Bryna Gleich

@Justine Levesque @Kim Feniuk I recommend starting a customer support case. That way you can be certain the issue is known and be notified when there are changes related to it.

Justine Levesque

@Bryna Gleich

Hi Bryna, thank you for the reply.

I have opened a case and we have contacted our Customer Success Manager. It is not a known issue based on the information we received.