If they did not receive the email reminder:
As a next step please check the Email log for this client by doing the following:
- Go to the Clients page
- Find and select the client's file
- Click on the Email log tab
On the Email log tab you will see all emails that have been sent to the client along with the delivery status. This help article explains what each delivery status means and potential next steps.
If they did not receive the text reminder:
The most common reasons that a client did not receive a text reminder are:
- The number listed under Mobile Phone on their client file is their home number, not their mobile phone number
- The client replied STOP to the text message, unsubscribing them from reminders
- You are subscribed to the Basic Plan, which does not include text reminders
If you think there may be an issue with a client receiving a text reminder, please contact support, and we can look into it for you. You must include the mobile phone number of the client when you are contacting support and the date/time of their appointment.