Troubleshooting School Messenger

  • School Messenger Dear Parents and Guardians,
     
    We are pleased to announce that the Chandler Unified School District has begun using a notification system called School Messenger to best serve you with timely information about school or district emergencies (such as school closings due to weather). In the event of an emergency, you will receive a phone call, email and/or text with important information. Additional School Messenger features to follow later this school year include notifications regarding absences, student safety, and special events.
     
    Frequently-asked Questions and Answers:
     
    Q. Is there anything I need to know or do now to receive emergency notifications?
    A. When you complete and submit an emergency card each school year, your contact information is updated in our student information system (Infinite Campus). If you have changed your phone number(s) or email address since then, please contact the school office to update your information to ensure that you will receive notifications.
     
    Q. Can I receive emergency notification text messages on my cell phone?
    A. Yes… but you must opt in. If you provided a cell phone number when you enrolled in a CUSD school, an opt in invitation text should have been sent to you. If you didn't receive the opt in text, or if you received the text but didn't reply at that time to opt in to receive emergency notification texts on your cell phone, you can still opt in now!  

    Opt in now by texting YES to 67587.
    (There is no charge from School Messenger for this service.  Standard messaging rates from your carrier may apply.) You should immediately receive a reply text from School Messenger confirming that you have opted in.  

    TROUBLESHOOTING
    If 
    you do NOT receive a confirmation text from School Messenger (67587):
    1. Please contact your child's school office to verify that your cell phone number is correct in Infinite Campus.
    2. If you receive an error message that "short codes" are blocked on your phone, you will need to contact your phone carrier to "unblock short code texts."
    3. If you receive NO confirmation text and NO error message, and your cell phone number is correct at the school office, your cell phone company may still be blocking "short code texts."  Some cell phone carriers block all short code texts unless you request unblocking.  Please contact your cell phone carrier to "unblock short codes."
     
    Q. My phone number recently changed, and I have children who attend multiple Chandler schools. Do I need to contact all the CUSD schools my children are attending?
    A. No. If you have children attending multiple CUSD schools, you only need to contact one school to make the update in Infinite Campus.   If your new number is a cell phone, you would also then need to text YES to 67587 from the new phone number in order to opt in for that phone.
     
    Q. Will School Messenger be used to notify me about other important information besides emergencies?
    A. Plans for future parent outreach using Student Messenger may include notifications about absences, lunch account balances, special school events, bus delays, district testing, and school/classroom news from a principal or teacher. Please note, however, that School Messenger is not intended to replace current modes of communication.
     
    Q. Can I find out more about SchoolMessenger?
    A. Yes! To find out more about SchoolMessenger, please visit their web site at www.schoolmessenger.com.

If you didn't receive your email...

  • If you received a text telling you to check for an email, and you don't see that you received an email, here are steps you can use to resolve the problem:

     

    1. (FOR EVERYONE) Did you check any Spam, Junk or Clutter folders?

      Sometimes email notifications sent from School Messenger could be mistakenly handled by an email provider or program as Spam, Junk or Clutter, so please check these folders first. 

      If you find the email there, here are some things you can do to prevent this from happening in the future:

      • Clutter
        If you have Clutter turned on (in Microsoft Outlook), it automatically tries to determine what is useful and what is not.  It will send messages to your Clutter folder, but is not fool-proof and needs to be trained.  Here is more information (from Microsoft) about configuring, training or turning off Clutter

        OPTIONS:
        • You can turn off Clutter and right-click on email from unwanted senders or domains to send only email from those senders to Junk.
        • You can drag wanted items from Clutter to your Inbox to train Clutter so it will recognize which senders' messages you want to keep.
        • You can check your Clutter folder to make sure you don't miss anything.


      • Trusted/Whitelist/Safe Sender email
        Email notifications that we send from School Messenger use noreply@cusd80.com as the return address.  Some email providers may erroneously determine that messages from this sender are Spam, Junk or Clutter.  If these messages go to Spam, Junk or Clutter folders, you can mark this email address as trusted.  Contact your email provider or click below for more information from the web about trusting/whitelisting email addresses:  

        NOTE: Links to non-CUSD sites are provided for the visitor's convenience and do not represent an endorsement by CUSD of any commercial or private issues, products or services. Note that the privacy policy of the linked site may differ from that of CUSD.

    2. (FOR PARENTS) Is your email address correct in the Infinite Campus Parent Portal?

      School Messenger uses your contact information as it is listed in Infinite Campus.  Please log into the Infinite Campus Parent Portal to verify that your email is correct in the portal.  If incorrect, please contact your child's school to update your contact information.  (If you have children attending multiple schools, you only need to contact one school.)  Your school office can also troubleshoot any problem you may have in accessing the Parent Portal.



    3. (FOR STAFF) Is your personal email address correct in iVisions?

      Email notifications from School Messenger are automatically sent both to your work email address and any personal email address listed for you in iVisions

      • If you don't see the email in your WORK email Inbox, please check your Spam, Junk and Clutter folders as mentioned in Step 1 above.

      • If you don't see the email in your PERSONAL email Inbox, please verify or update your personal email address in iVisions under Self Service > Profile > Modify


    4. (FOR EVERYONE) Please first try steps 1-3 above first.  If after doing that you still can't locate the email, click here to report the problem. 

      When email notifications are sent from School Messenger, a delivery status report is generated with the destination email address and whether the email was blocked, sent, delivered or opened.  For text notifications, it generates a report with the destination cell phone and text delivery status

      If steps 1-3 above do not resolve the problem, please click here to email an error report.