A student entry notification reaching the wrong person may result from a mistyped number or an incorrect student-to-recipient relationship. First limit further incorrect sending, then inspect the record in a controlled way. The message text alone may not reveal the underlying cause.
1. Contain affected sending
Authorised staff should prevent further notifications to the incorrect recipient using the management options available. Confirm with support whether the affected student’s recipient can be disabled individually or another action is needed. Consider the effect on correct recipients before making a broader change.
2. Verify the student–recipient relationship
Similar names, sibling records or misaligned rows during import can create incorrect links. Compare the recipient with the student’s distinguishing institutional record. A valid-looking phone number does not prove it belongs to the correct guardian. Confirm contact changes using the institution’s established verification process.
3. Check old and secondary numbers
Correcting the main number may leave an outdated secondary recipient active. Review separate parent records, country codes and formatting differences. A shared number on siblings’ profiles is not automatically an error. Investigate the relationship before updating recipients through the authorised process.
4. Separate test and operational recipients
An installation test number may have remained on a live student record. Clearly distinguish test students and recipients. After correction, validate the workflow with an institution-controlled recipient. If a real guardian notification is needed, staff should review its purpose and content in advance.
5. Interpret delivery status carefully
Sent, delivered and read statuses depend on the channel and are not interchangeable. Delivery information does not establish that the recipient is an authorised guardian. Record who changed the contact and when, then review records periodically. Avoid sharing private phone numbers through unnecessary channels during investigation.
Review the recipient workflow
Discuss your installation’s recipient fields and notification options with BE Soft to build a clear checking process for staff.