Overview
If you notice that text messages from customers with iPhones aren't showing up in your Housecall Pro Inbox, even though the customer's phone shows the message as "Delivered", it is usually caused by an Apple iMessage issue, not a problem with Housecall Pro or your phone number.
Why this happens
This typically happens on phone numbers that were recently ported to Housecall Pro Voice. If the number was ever used on an iPhone — by a previous owner, or by you before porting it in — Apple may still have that number registered to iMessage on its servers.
When that's the case, an iPhone customer texting your number gets routed by Apple over its iMessage network (a blue bubble on their end) instead of as a normal carrier text. Since your number now runs on Housecall Pro Voice and isn't attached to an Apple device, the message shows "Delivered" for the sender, but it never actually reaches Housecall Pro.
Customers texting from Android or other non-Apple phones aren't affected — those send as standard SMS and deliver normally.
How to confirm this is what's happening
Ask someone with a non-iPhone (Android) device to text your number. If that message arrives in your Inbox but texts from iPhones don't, your number is still registered with Apple's iMessage service.
How to fix it
Go to Apple's self-service tool at selfsolve.apple.com/deregister-imessage, enter your phone number, and request a confirmation code. Since the number now routes through Housecall Pro Voice, that 6-digit code should arrive in your Inbox — enter it on Apple's site to complete deregistration.
If you or a previous owner still have this number set up on an iPhone or Apple ID, go to that device and turn off iMessage (Settings > Messages), remove the number under Settings > Messages > Send & Receive, and remove it from the Apple ID and FaceTime settings too.
If the steps above don't resolve it, contact Apple Support directly and ask them to remove the number from the iMessage registry. This is an Apple-side registration, so Housecall Pro and your carrier can't clear it on your behalf.
Still having trouble?
If texts from iPhone customers still aren't arriving in your Inbox after completing these steps, reach out to Housecall Pro Support via the blue chat bubble or give us a call at 858-842-5746.