Troubleshoot missing emails and SMS

Identify the message type and recipient: an appointment notification, form, campaign, or support-ticket update. These have different settings and delivery paths.

For business/client notifications, confirm the email or phone number on the relevant record and review the enabled event and channel in Notifications settings.

Check Notifications delivery records for the message and timestamp. A queued or provider-accepted message is not confirmation that the recipient has read it.

For SMS, review subscription eligibility, billing details, included allowance, and any limit or destination message shown by the app. Do not keep resending when a channel is unavailable.

For email, ask the recipient to check spam and filtering. Use the correct Reply-to email for client replies and Business notification email for internal alerts.

For appointment reminders, the supported scheduled windows are 24 and 48 hours. A booking made inside a window may not receive that already-passed reminder; check the actual delivery record.

For time-off recovery or forms, use the delivery and retry actions offered on that record. Confirm the recipient and current status before sending again.

Support-ticket emails are separate from clinic notification settings. Open Support to read the saved conversation even if its email has not arrived.

If delivery is still unclear, contact Support with the message type, record reference, time and timezone, channel, and delivery status. Avoid including unnecessary client information.

For missing feedback surveys, check Survey settings, the selected channel, customer opt-out and cooldown. The delay begins at completion or appointment end, whichever is later, with up to 15 extra minutes for dispatch. Check Notifications for queued messages or delivery errors.

For operational SMS, check Subscription → SMS controls and the current allowance/cap; owners receive 75% and 100% allowance notices. Promotional campaign charges are separate from this allowance.