Emails or Texts Are Not Sending

Find out why a customer did not get a confirmation, reminder, or text message, and fix it

Available onAll plansUpdated 2 min read
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If a customer says they did not get an email or text, start with the booking's timeline. It tells you if the app sent the message.

1. Check the booking's timeline

  1. Click Bookings in the app menu and open the booking.
  2. Click the Timeline tab.
  • The message is listed as sent. The app sent it. Go to step 2.
  • The message is not listed. The app did not send it. Go to step 3.

2. The app sent it, but the customer did not get it

  • Spam folder. Ask the customer to look in spam or junk, and mark the email as "not spam".
  • Wrong address or number. Check the email and phone number on the booking. A small typo is enough.
  • Texts to other countries. If a phone number has no country code, the app assumes it is in your store's country. Ask customers abroad to include their country code, such as +44.

Emails from your own domain are less likely to land in spam. See Send emails from your own address.

3. The app did not send it

Is the message turned on for this service? Open the service, click the Notifications tab, and check the box for the message. Then click Save in the top bar. See Turn on confirmation, reminder, and follow-up emails.

Are you on the Free plan? Reminders and follow-ups do not send on the Free plan. Upgrade your plan to turn them on.

Is Klaviyo connected? When Klaviyo is connected, the app does not send its own reminder, change, or cancellation emails. Klaviyo must send them, and its flows must be set to Live. See Klaviyo.

Is the reminder time already past? The app sets the reminder time when the booking is made. If a customer books at 3:00 PM for 9:00 AM the next day, a 24-hour reminder would be due before they booked, so it does not send. For services people book at short notice, use a shorter reminder, such as 2 hours.

Did the booking have an email address? The booking must have an email address. Open the booking and check.

Texts only: check your SMS balance

The app stops sending texts when your SMS balance reaches $0. It does not warn the customer.

  1. Click Account in the app menu.
  2. Find Text/SMS Notifications and check your balance.
  3. Click Add funds if it is empty.

Still not working?

Click Support in the app menu to chat with us. Send us:

  • the booking ID
  • which message should have been sent
  • the customer's email address or phone number

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