Find solutions to common issues with Direct Messages including reply problems, notification delivery, permission errors, and technical setup. This article covers both user-facing issues and admin-level technical configuration.
Who can use this?
All users experiencing Direct Message issues. Some solutions require admin access to school or district settings.
Before getting started
- Direct Messages must be enabled for your school.
- Contact your school admin for permission-related issues.
- Admins can contact ParentSquare support for technical configuration help.
Jump to a section:
- Sending and Receiving Direct Messages
- Permission and Access
- Voice Clips and Attachments
- Translations
- Reply to Direct Messages via Email or SMS
Sending and Receiving Direct Messages
I am not receiving Message notifications
Check your notification settings:
- Go to My Account > Notification Settings.
- Review your settings for Email, Text, and App notifications.
- Confirm that at least one notification method is set to Instant or Digest (not Off).
- Confirm that your email address and phone number are correct in your account.
I cannot send a Message
If you cannot send a Message, check that Direct Messages are enabled at your school (ask your school.) Who you can message is based on your role. See the table, Who Can You Message in the overview article.
Permission and Access
I cannot add certain recipients to my message
Who you can message depends on your role and school settings. See the table, Who Can You Message in the overview article.
I cannot add someone to an existing conversation
You cannot add new users to an existing Message thread. If you need to include additional people:
- Create a new message with all desired recipients.
- To see who is in a current message thread, click the "i" icon at the top right of the conversation.
Message conversation shows as read-only
Conversations become read-only when one or more participants have been removed from the school or district. Learn more about Read-Only Messages.
Voice Clips and Attachments
Voice clips are not playing
If voice clips are not playing:
- Check your device's volume settings.
- Check that your browser or app has permission to play audio.
- Try downloading the voice clip and playing it directly.
- Update your browser or app to the latest version.
I cannot upload attachments
If you cannot upload files:
- Confirm your file is under the 500MB size limit.
- Check your internet connection speed.
- Try a different file format.
- Confirm you have enough storage space on your device.
- Try uploading from a different device or browser.
Voice clips are not recording
- Confirm your browser or app has microphone permissions.
- Check that your microphone is working properly.
- Try using a different browser or device.
- Confirm no other apps are using your microphone.
Translations
Messages are not translating
If automatic translation is not working:
- Confirm that you and the recipient have set your preferred languages in account settings.
- Check that both languages are supported by ParentSquare's translation system.
- Remember that voice clips are not translated.
- Refresh your browser or restart the app.
Translation is incorrect or unclear
- Automatic translation works best with clear, standard language.
- Avoid slang, idioms, or complex sentence structures when possible.
- Consider rephrasing your message if the translation seems problematic.
- You can always include both languages in your message if needed.
Reply to Direct Messages via Email or SMS
Error message when replying to an email notification.
If you see the error message, "Sorry for the inconvenience but we were unable to deliver your direct message reply via email," it's mostly likely that your school or district doesn't have "reply by email" set up. Contact your school.
For Admins, see Troubleshooting in Reply to Direct Messages via Email for how to configure your email domain.
Reply via email is disabled
If reply via email is disabled, you'll see a View or Reply button in email notifications instead of reply instructions.
Admins can enable or disable "Reply via Email. See Reply to Direct Messages via Email.
Attachments sent via Email or SMS reply are not appearing
Attachments cannot be sent in a reply via email or SMS. If you need to share files or images:
- Click the link in the email notification to open ParentSquare.
- Reply from within ParentSquare and attach your files there.
I cannot reply by SMS to Direct Messages
Reply via SMS requires specific setup and conditions. Learn more at Reply to Direct Messages via SMS.
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