Why Families Can't Open Secure Messages — and How to Fix It
When a patient or family member reports they cannot open a secure message, there are a handful of common causes. Here is how to diagnose and fix each one.
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The short answer
When a family member or patient reports they cannot open secure messages, the most common causes are: the secure link has expired before they opened it, their network (school, corporate, or hospital) is blocking external web applications, their browser is not loading the secure portal correctly, or the phone number or email on file does not match the device receiving the notification. Each cause has a different fix — and most can be resolved without BloomText support.
Expired secure links
Secure message links expire after a set period for security reasons. If a family member receives a notification but does not open the link right away, they may find that the link no longer works when they return to it later.
The fix is straightforward: the practice can send a new message through BloomText, which generates a fresh secure link. If the issue recurs, contact BloomText support to check whether there is a delivery timing issue with the specific contact.
SMS delivery issues
The recipient's carrier may filter or delay messages from unfamiliar numbers, especially short-code or toll-free numbers. The recipient's phone may have a message-blocking setting enabled. Or the phone number on file in BloomText may not match the number on the device the recipient expects to receive the message on.
If a recipient reports they never received the text at all, verify the phone number on file and ask whether their phone is receiving texts from other unfamiliar numbers. Contact BloomText support with the recipient's details so delivery logs can be checked.
Network restrictions: school, corporate, and hospital IT
Some networks — particularly public school districts, corporate offices, and hospital guest networks — block access to external web applications. A teacher or family member on such a network receives the SMS notification on their phone, taps the secure link, and the page does not load or displays a block message.
This is not a BloomText issue. Any external web application may be blocked by network-level IT policies. The recipient will need to open the link on a personal device using cellular data, home Wi-Fi, or any network that does not restrict external web access.
If a teacher at a school consistently cannot open secure messages during the workday, this is almost certainly a school network restriction. Suggest they try opening the same link from their phone using cellular data (not the school Wi-Fi).
A diagnostic checklist for practices
When a family member or patient reports they cannot open secure messages, work through these checks in order:
1. Is the secure link expired? If the recipient waited too long to open the link, it may have expired. Send a new message to generate a fresh link. 2. Did the recipient actually receive the notification? Verify the phone number or email on file matches the device they are using. Check whether their carrier may be filtering messages from unfamiliar numbers. 3. Is the recipient on a restricted network? Ask whether they are at a school, hospital, or corporate office. Have them try opening the link on cellular data or from home. 4. Is the recipient's browser loading the page? Try a different browser or clear the browser cache. Some older browsers may not render the secure portal correctly.
When to contact BloomText support
If the checklist above does not resolve the issue, contact BloomText support through the in-app support chat or at support@bloomtext.com. Include the recipient's name, the phone number or email on file, the approximate time the message was sent, and what the recipient sees when they try to open the link.
BloomText support can check delivery logs and identify any platform-side issues affecting the specific contact.
Need help with a specific case? Contact support through BloomText
Get started for freeSchedule a demo →Frequently Asked Questions
- Verify that the phone number on file matches the device the recipient is using. Check whether their carrier may be filtering messages from unfamiliar numbers. Contact BloomText support with the recipient's name and phone number so delivery logs can be checked.
- Yes. Send a new message through BloomText and a fresh secure link will be generated and delivered to the recipient.
- The school's network is likely blocking external web applications. The teacher should try opening the secure link using their phone's cellular data instead of the school's Wi-Fi, or open it at home. This is a school IT restriction, not a BloomText issue.
- Secure links expire after a set period for security reasons. If a link has expired, the practice can re-send the message through BloomText. Contact support if you need details on the current expiration window.
- Verify that the phone number on file is correct and that the recipient's phone is receiving SMS from other senders. Some carriers filter messages from unfamiliar numbers. Contact BloomText support with the recipient's details so delivery logs can be checked.
- Currently, family members and patients access secure messages through the browser-based secure portal, not the BloomText app. The app is for staff members at the practice.
