Overview

On 1/29/2025, ReachMyTeach experienced an unexpected disruption in text messaging services. Our team worked closely to diagnose and resolve the issue as quickly as possible. We recognize the gravity of this situation and understand how critical timely and reliable communication is for schools, educators, and families. We sincerely apologize for the disruption and the challenges it caused. During this disruption, calls and emails remained unaffected.

At this time, all affected messages from 1/29/2025—except for time-sensitive broadcast messages—have been resent.

 

Incident Timeline & Impact

5:01AM EST – Initial Disruption Identified

  • Text messaging on ReachMyTeach became unavailable.
  • Messages sent via text during this period may not have been delivered.
  • Calls and emails remained fully functional.

5:00AM-8:13AM EST – Investigation

  • Our team identified the issue and began working closely to diagnose the cause.
  • This was an unprecedented issue we had not encountered before.
  • Customers were informed via email and our status page about the outage, reassured that calls and emails remained operational, and encouraged to use those channels for communication.

8:13AM EST Resolution & Message Resending

  • Text messaging was restored.
  • We immediately began resending affected messages from 1/29/2025.
  • Due to the time-sensitive nature of broadcast messages, they were not resent.
  • A follow-up status update and customer email were sent, confirming restoration and outlining next steps.

Ongoing Monitoring & Commitment to Reliability

  • Our team continues to work with our provider, including assessment of provider, to ensure long-term stability.
  • We are evaluating all next steps to prevent this from happening in the future.
  • We acknowledged the potential impact on schools and educators relying on text messaging for critical updates.

 

Our Apology & Next Steps

We know how much educators and administrators rely on ReachMyTeach to deliver urgent and essential messages. A disruption of this nature is unacceptable, and we are fully committed to ensuring it does not happen again.

As we continue to assess the root cause, we are also evaluating additional measures to strengthen the reliability of our messaging services. We will provide further updates as we take steps toward long-term solutions.

If you have any concerns or need assistance, please reach out to our support team: support@reachmyteach.com 

The ReachMyTeach Team