Hi everyone! Our team started noticing this morning that customers are getting **two identical SMS messages** for every notification we send out — arrival alerts, job completion, everything. It's causing some confusion and a few annoyed customers calling back to ask why we spammed them. We haven't changed anything on our end that I know of. Is this a known bug? We're on the standard plan and using the default SMS templates. Thanks so much for any insight — really appreciate it!
Hi Deja — happy to help, and thanks for flagging this so quickly! Great question, and yes, we are currently investigating a duplicate SMS delivery issue that started affecting some accounts this morning. Our engineering team has identified the root cause and is rolling out a fix now. In the meantime, you can temporarily disable SMS notifications from Settings > Notifications > Customer Messaging to prevent customer confusion, then re-enable once we confirm resolution. I will post an update here within the hour. Really appreciate your patience!
Thanks Priya! We turned off the SMS notifications for now — customers were really not happy getting doubled up. I'll keep an eye out for your update. Do you have an ETA on the fix? Our afternoon dispatch window is pretty busy so hoping we can turn this back on soon. Thanks again for the quick response!
Saw this in the known issues article... 15–30 min delays mentioned but not duplicates. Might be related, might be new. Either way, disable and wait is the move.
Update: Fix has been deployed and we've confirmed SMS delivery is back to normal. You can safely re-enable customer notifications now. Please let me know if you see any continued issues!
Confirmed working on our end — turned notifications back on and tested with a couple jobs, customers are only getting one message now. Thanks so much for the quick turnaround! Really appreciate the help!
in my experience this happens every few months with their SMS provider. not a FieldPulse bug per se but they don't have redundancy figured out. keep the disable option in mind for next time
. started like an hour ago for us
