Unfortunately, we are dependant on a third party (the mobile networks) for this aspect of the system. There have been a number of occasions (especially lately) where SMS deliveries have generally been slow (either due to congestion or some other technical reason). In most cases, these issues are resolved by the respective networks themselves and requires no prompting from us.
In some cases however, the issue may be isolated and specific to your resident. You should first check whether the resident is getting a delivery receipt for their SMS request (we can’t do anything if the message doesn’t even get to us). If not, then they need to query this with their service provider. If they are, then our system is probably processing the request properly and sending it back to the message centre. In this case it’s easier for our service provider to check why the reply SMS is not being delivered to the resident.
You can also check your admin site and run an SMS query on the resident’s number to see whether our system has received and processed the request.

Because this has become a significant issue, we have recently introduced a “backup” mechanism where our system will send you an access code via email (as well as a reply SMS). We believe this works very well and many people are able to receive email on their mobile phones. Please contact our office for more info on this.