If messages aren’t being delivered, review the troubleshooting steps below. If you’re still experiencing deliverability issues reach out to support@talkpoppy.com for further support.

Smartphone not receiving messages from a Poppy Device

1. Check to see if messages are getting filtered as spam or “Unknown sender”. If you discover messages that have been filtered, mark the contact as “not spam” and the issue should be resolved
2. Verify the smartphone has a data connection. Voice messages from a Poppy Device are delivered as standard MMS messages which require a data connection (cellular data or WiFi)
3. Verify that the smartphone plan supports MMS messages (the majority of plans do, but some plans that offer very simple services may not)
4. Ensure that MMS messaging is enabled in your smartphone’s mobile network or messaging settings

Poppy Device not receiving messages from a smartphone

1. Verify that the sending smartphone number has been added as a contact (as viewed by a parent in the Contacts section of the Settings page). If the smartphone contact number hasn’t been explicitly invited by a parent and accepted that invite, the messages will not be delivered.
2. Verify that the device is on and connected to the internet (for example: press the button and make sure you get a response)
3. Verify that the smartphone has successfully sent the message. Look for a timestamp, or checkmark (versus a clock symbol, or error/retry message). If it has not been sent from the smartphone, the issue is with the smartphone and/or phone carrier
4. Verify that Quiet Time settings are not preventing light bar notification of an incoming message