Sometimes, non-enrolled individuals contact us frustrated about receiving calls or messages from Shadowtrack. This typically happens when an officer mistakenly enters the wrong phone number for an enrollee, or the enrollee changes their number without an update to their profile.

To resolve this issue, please follow the steps below:

Steps to Correct a Wrong Number

1. Obtain the Incorrect Number
   

1. Get the phone number from the individual who is receiving the unintended calls/messages.
   

2. Search for the Number in the Application
   

1. Use the search bar in the top-right corner of the application to find the enrollee associated with that phone number.
   

When searching, make sure to enter the phone number without any dashes between the digits.

1. Remove the Phone Number from the Account
   

   • Navigate to the Profile tab of the enrollee’s account.
   • Select the Phone Service tab on the right.
     
     • Go to the Current tab.
     • Double-click the number and change it within the popup that appears.
     • Click Save. This must be done from this location to stop any messages related to our phone services.
   • After updating the Phone Service tab, remove the number from the Basic Information tab on the left:
     
     • Click Edit.
     • Clear the phone number field.
     • Click Save.
       

2. Notify the Officer
   

1. Once the incorrect number is removed, let the officer know so they can obtain and update the correct phone number for the intended enrollee.
   

Sample Email to the Officer

Subject: Update on Enrollee Contact Information

Officer [Name],

The phone number for [Enrollee Name] (ID Number) has been removed, as it belonged to an individual not enrolled in the program. Please update the enrollee's profile with the correct phone number.

Thank you,
[Your Name]

By following these steps, you can ensure that the incorrect number is removed promptly and help prevent further frustration for individuals not involved in the program.