Text updates

How Zwivio uses
text updates

Zwivio may text you operational updates (approvals, routing, assignment, trip updates), plus occasional account or quote messages. Here is what to expect and how to respond.

Example message threads

Four common scenarios. Zwivio messages on the left. Your replies on the right when a reply is needed.

Approval
Zwivio2:14 PM
We found a contractor who can help. Open the link to approve or decline your job: zwivio.com/account/approvals/…
2:14 PM
Use the link to approve or decline. Not a text reply.
2:14 PM
Trip updates
Zwivio3:02 PM
Your contractor is on the way.
3:02 PM
Update: your contractor is running approximately 15 minutes late.
3:18 PM
Your contractor has arrived.
3:45 PM
Routing
Zwivio1:40 PM
We're still searching for an available contractor. Next update in about 15 minutes. Track your request: zwivio.com/account/status/…
1:40 PM
Previous contractor
Zwivio4:22 PM
We weren't able to find another contractor. Want us to send your job back to the previous contractor? Reply Y or N.
4:22 PM
Y
4:23 PM
Got it. Sending your job back to the previous contractor.
4:23 PM

Trust at a glance

Recognizing real Zwivio texts

Most messages are simple status updates. Here is how to tell a legitimate Zwivio text from anything suspicious, without needing to be on edge every time your phone buzzes.

Typical Zwivio texts

What we may send

Routing progress, approval links on zwivio.com, trip updates, and occasional account or quote reminders. Links should point to zwivio.com (or a short URL you recognize as ours). When in doubt, open the latest message and use the link there. Older threads can be out of date.

Easy to verify

What we will not ask for by text

We will not ask you to text your full Social Security number, full payment card number, or account password. If a message asks for that kind of information, do not reply. Contact us through zwivio.com/contact or call the number on our site instead.

What texts you may receive

Categories you might see depending on your request type and timing. Operational texts are usually informational.

Featured

Approval requests

When we have a contractor option that needs your confirmation, we send a text with an approval link. Open the link to approve or decline—you do not need to guess: approvals go through that link step. Sending bare "Y" or "N" without using the approval link does not complete an approval.

Assignment and scheduling

After you approve, we may text when a contractor is booked, if the arrival window changes, or with a status link to track the job.

Trip updates

While a contractor is heading to you, we may send short updates (for example: on the way, running late, arrived). These are informational. No reply is required.

Routing updates

While we are still finding a qualified contractor, we may send short updates with a track-status link. Timing depends on what is happening with your request.

If a contractor cancels

If your assigned contractor cancels, we may text that we are re-routing your request and include a status link. This is not a reply flow. No "Y" or "N" needed.

Quote and non-urgent updates

For quote requests, we may text when a contractor is interested, when a quote window is closing, or when a quote request closes. We may also text a review link after service. Depending on your notification preferences, some of these may be email-only.

Account and verification

We may send password reset links, phone verification codes, and intake-related messages. Follow the instructions in the message.

Operational outcomes

In rare cases we may text a short note about an account or service outcome. No reply is required.

When we could not find another contractor

If we exhaust routing and ask whether to send your job back to the previous contractor, that message will say "Reply Y or N." Only Y or N is accepted for that specific text, and only while that offer is pending.

If you missed an approval deadline

If your approval window expired and we are still searching, a later message may include a short reply code. Follow the exact format shown in that message if you choose to respond—there is nothing extra to memorize beyond what the text displays.

How to respond

You do not need to memorize reply rules. Each Zwivio text should tell you what to do next: open a link, reply with the exact text shown, or simply stay updated. Reply only when the message asks for one.

Follow the message in front of you

When a reply is needed, the text will show the exact reply format. When a link is provided, use the link for that step—including approvals, status, quotes, resumes, or reviews when the SMS points you to a URL.

For most routing and trip updates, you can read and move on unless the message clearly asks for something back.

What is not supported

Auto-handling limits

Replies we cannot process automatically

Some replies cannot be processed automatically, including approval replies sent as bare Y/N, code replies that do not match the message format you were given, or free-form replies to texts that did not ask for a response. When in doubt, use the latest message—the one in front of you—for the link or wording it describes.

Tips

Everyday habits

Stay in sync with your request

  • Keep your phone available after you submit a request.
  • Open links from the latest Zwivio message, not older ones.
  • Reply STOP to opt out of text messages; reply START to restore them. See our terms for details.
For more detail, read the homeowner protection guide, the how it works guide, or the FAQ. For the canonical homeowner explainer and platform-wide mechanics, read What is Zwivio (homeowners) and the business model.

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