If a customer did not receive a confirmation email, a reminder did not arrive, or an SMS was not delivered, work through the checklist below. Most issues have a straightforward fix.
1. Check the spam or junk folder
Booking confirmation emails can land in spam, especially if the customer's inbox provider does not recognize the sender. Ask the customer to:
- Check their Spam or Junk folder.
- Search for
hey@getservicify.com(the default from address) or your custom from address if you have one set up. - Mark the email as "Not Spam" so future messages arrive in their inbox.
If customers frequently report emails going to spam, setting up a Custom Email Address on the Ultimate plan improves deliverability because the emails come from a domain your customers recognize. See Customizing Booking Emails for setup steps.
2. Verify notifications are enabled for the service
Each service has its own notification settings. A notification will not send if it is not enabled for that specific service.
- Go to Easy Appointment Booking → Dashboard.
- Find the service and click Edit.
- Go to the Notifications tab.
- Confirm that Confirmation, Reminder, or whichever notification type you expect is checked.
- Click Update Notifications if you make a change.
3. Verify the customer's email address was collected
Free bookings (no Shopify checkout) do not always capture an email address. If no email was collected, the app has nothing to send to.
- Go to Bookings and open the booking in question.
- Check whether a customer email is listed.
- If the email is missing, the booking was likely placed without an email intake question on the form.
To fix this going forward, add an email intake question to your service's Intake Questions tab.
4. Check the notification activity log
Every notification the app attempts to send is recorded against the booking. This is the fastest way to confirm whether the app actually sent the message.
- Go to Bookings.
- Find the booking in the list.
- Scroll to the Notifications column.
You will see a timestamped list of every email and SMS sent for that booking, including the delivery status. If no entry appears for the notification you expected, either it was not triggered or notifications are not enabled for the service (see step 2).
5. Check whether the "from" address is blocked
Some email providers block messages from addresses they do not recognize. If you are using a Custom Email Address, confirm:
- The address was verified (a green Verified badge shows in Settings → Email & SMS → Custom Email Address).
- The SPF record for your domain is set up correctly.
If the email address is not verified, the app falls back to the default sender or stops sending altogether. Click Check Verification in the Custom Email Address section to refresh the status.
6. For reminders: check that the reminder time has not already passed
Reminders are scheduled at the moment a booking is created. If the reminder was set to send 24 hours before and the booking was created less than 24 hours before the appointment, the reminder will not be sent because the scheduled time has already passed.
Example: A customer books on Monday at 3:00 PM for a Tuesday 9:00 AM appointment. If your reminder is set to 24 hours before, the reminder time (Monday 9:00 AM) has already passed by the time the booking was made, so no reminder is sent.
To avoid this, consider setting a shorter reminder window (e.g. 2 or 4 hours) for services that are commonly booked at short notice.
Changing reminder timing only applies to bookings created after you save the change. Existing bookings keep the schedule they were created with.
7. For SMS: verify the phone number includes a country code
SMS messages require a phone number in international format, including the country code. Numbers without a country code will fail silently.
- US format:
+12025551234 - UK format:
+447911123456
Check the phone number on the booking record under Bookings → [Booking] → Customer Details. If it is missing the country code, SMS delivery will fail.
To prevent this going forward, update the phone number intake question on your service to prompt customers to include their country code, or add instruction text to the booking form.
Still not working?
If you have worked through all the steps above and notifications are still not sending, contact support. Include:
- The booking ID (visible on the booking detail page).
- The notification type that should have sent (confirmation, reminder, SMS, etc.).
- The customer's email or phone number.
Reach out to the support team at help@getservicify.com and include as much detail as you can. The more context you provide, the faster the team can investigate.
Next steps
- Email Notifications & Reminders — overview of all notification types and how to enable them
- Customizing Booking Emails — brand your emails and set up a custom from address
- SMS Notifications — set up and configure text message notifications