View and update the caregiver's information as needed following the instructions below.

Is the phone number correct?

Check for typos, and make sure that the number corresponds to a phone that can receive texts.

Check that texting is enabled.

If Texting Enabled is set to No, the caregiver has opted out of texting. This can happen if the caregiver is added to the system before he or she knows to expect LENA texts, or if the "Preferred Language" is accidentally entered incorrectly.

The caregiver must re-enable text messaging on their phone to start receiving texts again.  

Ask the caregiver to check the blocked numbers on his/her phone. If the caregiver accidentally blocked the number below, then the texts will never be displayed. The caregiver will need to unblock that number.

855-960-0731

Occasionally a cellular carrier will not allow any LENA texts through until the caregiver actively requests a text. After that request, LENA texts go through.

Ask the caregiver to text REPORT to 855-960-0731. They should receive a text from LENA Online with the link to their current LENA report.

If that doesn't work (or if there are no reports yet, or if your program does not have report texting enabled) have them try texting HELP to the same number. The texting service should respond with an automatic message.

After the reply is received, you can further test by sending a custom text from your program menu (LENA Start, Home, and SP only).

If the above steps have not resolved the issue, please contact technical support.

Email: [email protected]

Tech support line: +1 303.441.9072

Please let us know:

• Child's ID number
• Caregiver phone number
• Whether the caregiver has received some text messages, or no text messages
• If some messages have been received, please let us know which ones are missing, and also if the problem seemed to start at a specific date.