SMS not subscribed even after providing number on checkout

[piyush_softude]

Customer has provided number and selected 'Text me with news and offers' option on checkout page but still Marketing status is set to 'SMS not subscribed'.

Double opt-in is on.

All required policies are set.

SMS is enabled in Marketing options.

Please let me know if I am missing something?

[FrenchEcom]

Hello, I have the same problem, how have fixed this problem ? 

[Tessaclark]

I'm having the same issue.

[onyxAi]

I'm having the same issue can we get some eyes on this??

[Victoria]

Hi, @onyxAi.

To confirm, have you already set up a Terms of Service and Privacy Policy in your legal settings? In order to collect SMS consent, you'll need to set up these policies. You can find this information outlined in the Settings > Checkout > Marketing Options section of your Shopify admin. Here is a screenshot of this specific section for reference. 

If you've already completed this step then our Support team may need to take a more detailed look at your store's settings. Please reach out to our team via the Shopify Help Center, to create a support request. 

[onyxAi]

Hi Victoria, Thanks for the quick reply. I do have my TOS and privacy policy completed however it still is not working. I was tearing my hair out talking to the shopify chatbot.

1. it couldn't answer my questions.

2. it kept directing me to support that didn't seem relevant to my query.

Can you please help me get this resolved. or start an email chain with me and someone who can help 

Thank you!

[Victoria]

Thanks for your reply, @onyxAi.

When accessing the Help Center link, could you try typing 'Account Support' or 'Speak to a Support Advisor' into the chat box of the Help Center Assistant? This should bring up options for you to select and be able to connect via live chat with a Support Advisor. Please let us know if this works. 

[onyxAi]

Nope its refusing to connect me to support and I want to throw up on my keyboard this system is so infuriating. If you are looking for a new team to build your chatbot please reach out/connect me to who's in charge of this system info@onyxai4biz.com. I run an agency that builds chatbots and this chatbot experience is so bad its making me physically ill. 

[Victoria]

I appreciate you trying those methods to connect with our team. Thank you for expressing your feedback. I'll be sure to pass this along to our product development team.

Could you try using this direct link to create a support request?

[arstin]

It sounds like you’ve set up everything correctly. Since double opt-in is enabled, the issue might be that the customer didn’t complete the double opt-in process, such as confirming their subscription via a follow-up SMS. You might want to test this process to ensure the opt-in confirmation SMS is being sent and received. Alternatively, consider using a tool like Postscript, which simplifies the opt-in process and integrates well with Shopify. If you’re looking for real-time engagement alternatives, you could also consider using push notifications via UnblockedBrands.