user doesn't receive phone calls, neither SMS from OpsGenie

[leandro_guimaraes]

there is a specific user who uses OpsGenie and doesn’t receive alert calls or alert SMSs. everything is well defined in their profile: the right phone number and the right notification rules, but even so, they receive nothing.

it’s important to mention that this user is able to receive calls and SMSs from many other people, software, and companies using the exact same phone number that doesn’t work for OpsGenie.

the alert logs are useless; they don’t show any relevant information. on top of that, the support page now has a terrible AI agent that doesn’t help or allow me to submit a request.

it’s so frustrating!