This issue can occur when a care worker has two accounts — one active and one inactive. If both accounts are linked to the same care worker record, the inactive account takes priority when receiving messages, as it was created first. This causes personal messages to be directed to the inactive account instead of the active one.
To resolve this, remove CM Mobile from both accounts and reconfigure it on the active account. This removes the link to the inactive account and ensures messages are sent to the correct account going forward.
For steps on how to reconfigure CM Mobile, refer to the Reconfigure a CM Mobile account article.