Understanding Flags, Upload Limits, and Delivery Issues

ReachMyTeach uses color-coded flags and exclamation points to alert you to specific details or issues. Here’s a quick guide to understanding these indicators and troubleshooting message delivery.

Color-Coded Flags

• Yellow Flag on a Contact

  • Indicator: The contact you’re trying to reach appears yellow.
  • Meaning: This contact lacks an email or phone number, making them unreachable through regular channels.
  • Solution: You can update their contact details to ensure it's current. Even if they're unreachable directly, they can still access your messages through their parent portal.

• Yellow Flag on a PDF

  • Indicator: The PDF you’re trying to upload appears yellow.
  • Meaning: ReachMyTeach limits PDFs to 7,000 characters for translation. A yellow exclamation mark indicates the document is too large.
  • Solution: Reduce the PDF size to meet the character limit, then re-upload for translation.

• Red Flag on a PDF

  • Indicator: The PDF you’re trying to upload appears red.
  • Meaning: For translations involving legal documents or complex materials, length restrictions apply to ensure accuracy with human interpreters.
  • Solution: Contact Lexikeet if you need a detailed document review by a human interpreter.

Message Delivery Issues

If a recipient didn’t receive a message, follow these steps:

1. Check Delivery Status

   • Go to your Sent folder. Messages with an exclamation point indicate potential issues.
   • Click the message for details on delivery status, including whether it was delivered and if/when it was read.

2. Red Phone Number Indicator

   • Meaning: The phone number appears in red if our system couldn't successfully deliver the message after multiple attempts, possibly because the number is no longer in service.
   • Solution: ReachMyTeach will automatically try to send the message through an alternate method, such as email.

Possible Reasons for Non-Delivery

If the message was sent via Email:

• Spam/Promotions Folder: Emails may land in spam or promotions. Advise the recipient to check these folders and move the message to their inbox.
• Incorrect Email Address: Verify the email address for accuracy.
• Unsubscribed: The recipient may have unsubscribed from emails. Teachers can update the email status in the student contacts section of the platform.

If the message was sent via Text:

• Unsubscribed: The recipient may have opted out of texts (by texting "stop" or "unsubscribe" or on the website). They’ll need to re-enable text messaging.
• Carrier Restrictions: Some pay-as-you-go mobile carriers may block texts from unknown or business numbers. The recipient may need to contact their carrier to allow messages from ReachMyTeach.