<body id="troubleshooting-d79jkfe8"><main role="main"><article role="article" aria-labelledby="ariaid-title1"><h1 class="title topictitle1" id="ariaid-title1"><span class="keyword">Vello</span> shows <samp class="ph msgph">Two-way messaging is currently turned off</samp> after you complete SMS registration </h1><div class="body troublebody"><section class="section condition"><div class="p">If you completed SMS registration but <span class="keyword">Vello</span> shows a <samp class="ph msgph">Two-way messaging is currently turned off. Automated communications are not impacted</samp>  message, do this troubleshooting<figure class="fig fignone" id="troubleshooting-d79jkfe8__7de00fbd-01e4-4a35-adf0-336340c93e25"><figcaption><span class="fig--title-label">Figure 1. </span>Error message</figcaption><img class="image" src="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/ba354d24-091f-471a-8a42-efc29a714692?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiJiYTM1NGQyNC0wOTFmLTQ3MWEtOGE0Mi1lZmMyOWE3MTQ2OTIiLCJleHAiOjE3NjM3NTAxNjUsImp0aSI6IjBjZjIwZmQyNGEzYzRjMWRiNTBjMWY3M2E5ZDBkYTM5IiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiSzZBa3AzQjBDSGNJeVJCbmwycUsifQ.1aiBa-44RZN8Qu-tEwaLnVKCVIXVj6aEw3T5mM5mtSo" alt="Two-way messaging is currently turned off. Automated communications are not impacted message"></figure></div></section><div class="bodydiv troubleSolution"><section class="section cause"><h2 class="title sectiontitle" id="vello-text-messaging-is-not-activated-0"><span class="keyword">Vello</span> text messaging is not activated</h2><p class="p">Until a practice manager activates text messaging, <span class="keyword">Vello</span> cannot send text messages.</p></section><section class="section remedy"><h2 class="title sectiontitle" id="activate-text-messaging-0">Activate text messaging</h2><p class="p responsibleParty">A practice manager or a person with administrator permissions must do these steps.</p><ol class="ol steps"><li class="li step stepexpand"><span class="ph cmd">Open <span class="keyword">Vello</span> from your PIMS.</span><div class="itemgroup info">
                    <div class="note note note_note"><span class="note__title">Note:</span> If you use <span class="keyword">Cornerstone</span>, sign in to <a class="xref j-external-link" href="https://mycornerstone.idexx.com" target="_blank">mycornerstone.idexx.com</a> to get access to <span class="keyword">Vello</span>.</div>
                </div></li><li class="li step stepexpand"><span class="ph cmd">In the left sidebar, select <span class="ph uicontrol">Text Configuration</span>.</span><div class="itemgroup info"><img class="image" src="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/e48729f5-4506-47b0-9524-e715610eb012?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiJlNDg3MjlmNS00NTA2LTQ3YjAtOTUyNC1lNzE1NjEwZWIwMTIiLCJleHAiOjE3NjM3NTAxNjUsImp0aSI6IjllZjhhYmRmOTllZTQwZTZiY2M3MTEzMzNiY2YxMTQ4IiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiSzZBa3AzQjBDSGNJeVJCbmwycUsifQ.OdRNEmXSRvRyXzJBh7SaAUt6FU2dnUh_ZqXNU3Os3rs" alt="The Text Configuration command">
                    <div class="note note note_note"><span class="note__title">Note:</span> If the left sidebar is closed, select the <dfn class="term">text configuration</dfn> button:<br><img class="image" width="35" src="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/6e3867cd-b54e-46d3-9f3e-f9fbcf4c8c0a?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiI2ZTM4NjdjZC1iNTRlLTQ2ZDMtOWYzZS1mOWZiY2Y0YzhjMGEiLCJleHAiOjE3NjM3NTAxNjUsImp0aSI6IjE3YTRhYzE2MDQ2YzQ4Y2NhMTRhMjgwMWM5NzczODExIiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiSzZBa3AzQjBDSGNJeVJCbmwycUsifQ.LW-6-qeYRnoj6MB2N2PQV60scOx2zNLpjO_6w8JoAjM"><br></div>
                </div><div class="itemgroup stepresult"><span class="keyword">Vello</span> shows a <span class="keyword wintitle">Text Configuration</span> screen.</div></li><li class="li step stepexpand"><span class="ph cmd">Set <span class="ph uicontrol">Text Messages</span> to <span class="ph uicontrol">Enable</span>. </span><div class="itemgroup info"><img class="image" src="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/8a18d0a3-dfe1-4a77-ba7c-ec38a88d2cac?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiI4YTE4ZDBhMy1kZmUxLTRhNzctYmE3Yy1lYzM4YTg4ZDJjYWMiLCJleHAiOjE3NjM3NTAxNjUsImp0aSI6ImY0ODhiNjU3ZGUzOTQwNGZhN2RkZmJhNDUyNTM5ODA1IiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiSzZBa3AzQjBDSGNJeVJCbmwycUsifQ.jm6k21MjVoafOfriw3GPqE-R27lvhFB6zFGa0B3A0-I" alt="The Text Messages setting"></div></li><li class="li step stepexpand"><span class="ph cmd">Select <span class="ph uicontrol">Publish Changes</span>.</span><div class="itemgroup info"><img class="image" src="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/33f2af7b-8cd1-4f4e-94a5-a14bf56f1da2?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiIzM2YyYWY3Yi04Y2QxLTRmNGUtOTRhNS1hMTRiZjU2ZjFkYTIiLCJleHAiOjE3NjM3NTAxNjUsImp0aSI6IjU1ZWE5YTRmMmMzNDRkY2FiNDMzMDcyZjFjMzQ5OTZlIiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiSzZBa3AzQjBDSGNJeVJCbmwycUsifQ.NEYkKxOGe1LkPiJU7HjpaJce51btWgZJfD5m8RhQF9w" alt="The Publish Changes button"></div></li></ol></section></div></div><nav role="navigation" class="related-links"><div class="familylinks"><div class="parentlink"><span class="hd-label">Parent topic:</span> <a class="link" href="/browse-documentation/for-practices/vello/troubleshooting">Troubleshooting</a></div></div></nav></article></main></body>

Vello release notes

If you have problems with Vello, use this troubleshooting information.

Troubleshooting

Vello shows Two-way messaging is currently turned off after you complete SMS registration

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            <div class="div accordion-item">Introducing Vello to your client base (PDF)</div>
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                <div class="div accordion-text">Read about tips and tricks to introduce Vello to your clients, and tools to help drive Vello adoption and engagement.</div><a class="xref j-external-link" href="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/ed3c3a75-5286-42a2-bab5-0e2f2ac22dc3?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiJlZDNjM2E3NS01Mjg2LTQyYTItYmFiNS0wZTJmMmFjMjJkYzMiLCJleHAiOjE3NjM3NTAxNjUsImp0aSI6ImY5ZGNiZGRjNTkyYjQ2YmVhNmM2M2MyYmYwMGYzNWE3IiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiSzZBa3AzQjBDSGNJeVJCbmwycUsifQ.WyJrMgwBSUnIIGEFGUb3m15jItihJMC60l9dT8NnwzA&amp;response-content-disposition=filename%3D%22vello-lets-talk-about-recommended-care-1.pdf%22" target="_blank">More</a>
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            <div class="div accordion-item">Let's talk about recommended care (PDF)</div>
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                <div class="div accordion-text">The recommended care feature in Vello delivers personalized service suggestions to pet owners, based on your PIMS settings. Each recommendation includes a clear explanation of why it's needed, helping improve understanding, follow-through, and trust.</div><a class="xref" href="/discover-resources/lets-talk-about-recommended-care">More</a>
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                <div class="div accordion-text">Use these PDF flyers to make it easy for your clients to download the Vello app and to send text messages to your practice.</div><a class="xref" href="/discover-resources/printable-vello-flyers-for-your-practice">More</a>
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            <div class="div accordion-item">How Windsong Veterinary Hospital Streamlined Client Communication with Vello</div>
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                <div class="div accordion-text">Windsong Veterinary Hospital, a newly established general practice in Prosper, Texas, set out to build a modern, efficient clinic from day one. With a focus on seamless operations and excellent client communication, they selected ezyVet as their practice management system and sought a client engagement solution that could integrate effortlessly. </div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/new-veterinary-practice-streamlining-client-communications-a-case-study" target="_blank">More</a>
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            <div class="div accordion-item">Vello helps Southside Animal Hospital increase their fecal samples to more than 5 per day</div>
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                <div class="div accordion-text">Southside Animal Hospital, a fast-paced one-doctor practice in Lansing, Michigan, knew it was time to modernize client communication. Using Neo as their PIMS, Practice Manager Teresa Marhofer set out to introduce automation that would save staff time and better engage clients. When they implemented Vello, they expected improved workflows. What they didn’t expect was a dramatic rise in fecal compliance, increased staff efficiency, and a noticeable lift in client satisfaction—all in the first week. </div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/how-vello-helped-southside-animal-hospital-increase-their-fecal-samples" target="_blank">More</a>
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                <div class="div accordion-text">From missed reminders to disconnected systems, client communication can easily become fragmented. But it doesn’t have to be. In this on-demand webinar, we’ll explore how to simplify your workflows, improve client engagement, and create a more connected, efficient practice—without adding more to your plate.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/webinar/seamless-connections" target="_blank">More</a>
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            <div class="div accordion-item">How Animal Care Clinic Increased Fecal and Preventive Care Bloodwork Compliance with Vello</div>
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                <div class="div accordion-text">Animal Care Clinic, a three-doctor general practice in North Canton, Ohio, has always prioritized staying ahead with the latest veterinary technology. After transitioning from paper records to ezyVet in 2020, they sought new ways to enhance client communication and compliance. In October 2023, they joined Vello’s beta program, expecting to strengthen client engagement by reaching more clients through an improved, fully integrated workflow.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/how-animal-care-clinic-increased-fecal-and-preventive-care-bloodwork" target="_blank">More</a>
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            <div class="div accordion-item">How Downtown Pet Hospital Boosted Compliance and Client Engagement with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Downtown Pet Hospital, a thriving five-doctor general practice in Orlando, Florida, has been using Neo as their practice management system since 2016. As the practice grew, they sought a way to automate and enhance client engagement, particularly around appointment reminders and preventive care compliance.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/established-downtown-pet-hospital-boosts-compliance-and-client-engagement-with-Vello" target="_blank">More</a>
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Vello shows `Two-way messaging is currently turned off` after you complete SMS registration

Vello text messaging is not activated

Activate text messaging

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