If your customer is unable to receive the SMS text messages for any reason, please direct them to point their mobile browsers to either rescuemobile.com or oty.com. From there, they will be pushed the appropriate installation package. You may then supply them with a pin code generated from the Rescue Technician Console. The SMS feature streamlines the connectivity process, but is not required to have a successful support session.
If the Rescue Technician Console doesn't allow the message to be sent, it is likely due to an unsupported carrier. In this case, you should refer to the coverage list linked below. You may also have trouble with phone numbers that have recently been ported between carriers, as it typically takes at least one month for the new carrier to own the phone number.
Clickatell serves as our primary SMS gateway. A complete list of their worldwide SMS coverage is available here: