Knowledge Base: Library Help

We’ve received multiple reports of patrons not getting text message notifications, especially if they’re Telus customers. Other libraries across TRAC are experiencing the same problem. The TRAC System Admin Group (SAG) sent out an update on the situation in November 2024, which you can find below. 

The short version: there is not an immediate fix for the issue as it is related to the underlying technology of how text notifications are sent. We are working towards finding a solution that uses more reliable technology. Until then, your patrons will continue to intermittently experience this frustrating problem.

When a patron comes in with this issue, we recommend they select a different primary notification option (email or phone) and select “Additional TXT message” as an backup option. When creating new accounts, consider informing the patron of this issue and selecting their notification options accordingly.

For further details, here is the message from SAG:

In April 2024, TRAC implemented a solution for sending text message notifications to patrons in response to ongoing issues with the traditional method used by the Polaris system, known as email-to-SMS. This method relies on mobile phone providers’ SMS gateways, but many providers have begun discontinuing support for these gateways due to their association with spam. As a result, TRAC experienced significant issues, particularly with Telus, which was not delivering any messages from TRAC. These challenges were not unique to TRAC; many Polaris customers and other sectors using email-to-SMS have encountered similar problems.

The solution TRAC adopted uses our Internet Service Provider (ISP) to queue and deliver messages via their gateway. In most cases, this method has proven successful. However, some patrons have reported intermittent issues with message delivery—occasionally receiving notifications one day but not the next. Despite our efforts to optimize the settings with our ISP, challenges persist, particularly with Telus. Troubleshooting has been difficult because, although our ISP confirms that the message was successfully delivered to Telus, Telus does not always forward it to the recipient. Unfortunately, this is an issue we are unable to track or resolve directly. It is akin to a mail carrier setting fire to a letter instead of delivering it to your mailbox. If a patron who uses Telus reports not receiving all their text messages, we recommend that they choose an alternative primary notification method, such as email or phone, and select “Additional TXT message” as an option.

In 2025, the SAG will explore alternative solutions for text message notifications. Our goal is to move away from SMS gateways and adopt true SMS protocol, which will improve message delivery reliability. We remain committed to finding a solution that ensures reliable service for all patrons, regardless of their mobile service provider.