Confirmations or reminders are not going out

Here is what to check when families say they did not hear from you.

Steps

1. Look at the family. Go to People and open the parent. The Messages table lists every email and text sent to them, with its status.
2. Check your credits. Confirmations, reminders, invites, and messages use credits. Open Credits at the bottom of the left menu. If the balance hit zero, reminders and invites stop, and other sends stop soon after. Buy a pack under Settings, Billing, or turn on Auto refill.
3. Check the email. A typo means the confirmation went nowhere. Families booked by the office with no email only get texts.
4. Check text consent. Texts only go to families who ticked SMS reminders when booking.
5. Check timing. The main reminder goes out once, about the number of hours before set in Reminder, hours before (24 by default). A booking made inside that window gets its reminder within the hour. A second reminder goes at 7am on the day of the meeting, when that box is 12 hours or more and Also remind families at 7am on the day is ticked under Edit this night.
6. Quiet hours. Reminder and invite texts wait until your quiet hours end. Emails are not held.

Good to know

• Families who unsubscribed from reminders do not get reminders or invites. They still get their booking confirmation.
• On Invite families and Message families, the Sent table shows stopped when credits ran out partway.
• Closing booking does not stop reminders for families already booked.