thread Re: Why are my clients not receiving the reminder texts for Square Appointments? in Payments Troubleshooting

Text reminders are not being sent

BryanB — Sat, 20 Sep 2025 11:58:54 GMT

On the Settings > Communications > Confirmations and Reminders tab i have turned on the "Send my customers a text reminder" and set it to 1 day prior to appointment. None of these reminders are being sent. What am I doing wrong? How can i troubleshoot this?

Why are my clients not receiving the reminder texts for Square Appointments?

mlopez — Wed, 04 Jul 2018 01:28:55 GMT

So I have just recently signed up to try Square Appointments. I am still using my other booking system while I try this out, and I'm already having issues. I have booked a few appointments to test it out and clients are not receiving their text/email reminders. When the appointment is booked, they recieve 1 text stating that they have booked, and when i cancel or change the appointment, that text comes through as well. The only thing that is not coming through are the reminders. I made sure that notifications are on, selected the correct time zone, and even played with the options of 1-3 days even up to 1 hour before the appointment and still nothing. Can someone help me figure this out?

Re: Why are my clients not receiving the reminder texts for Square Appointments?

Tom — Wed, 04 Jul 2018 18:34:43 GMT

Hey @mlopez,

Thanks for reaching out and sorry to hear about the trouble with these notifications. I just went to check this out and everything should be on the up-and-up. 🧐

At this time, the only other possibility I can think of is if a client opted out of receiving text messages at some point: SMS notifications for Square Appointments.

If you haven't already, please get in touch with our Customer Success team. They'll be able to take a deeper look into your account settings and further troubleshoot. Apologies again for the frustration—rest assured that they'll be able to get to the bottom of it.

Customer not receiving texts

Dianita — Wed, 04 Dec 2019 19:52:58 GMT

I just started using the appointment scheduling and I have two clients who are not receiving the text message appointment confirmations and reminders. They both happen to have 917 area codes and I am based in Los Angeles. Could this have anything to do with the issue or is there any way to fix this? The only work around I’ve found so far is to send them emails as well - but they really prefer text confirmations instead. Help! Thanks!

Re: Customer not receiving texts

nika — Fri, 06 Dec 2019 14:03:35 GMT

@Dianita Thanks for making us aware of this issue! I don't believe it would be related to area codes. 🤔 I went ahead and moved your question here so you can check out @Tom's answer above for next steps if you and your clients are still running into this problem!

Why aren’t some of my clients receiving confirmation texts?

Lash311 — Mon, 16 Dec 2019 21:48:13 GMT

I have had a few clients reach out to me and say they are no longer receiving their confirmation text messages? When I go to make their appointments there is a pop up that says client won’t receive a confirmation because they don’t have an email on their account... they have emails on their accounts and even when I try to delete appointment and put it back in it won’t make a difference. What’s changed?

Confirmation not sent

staslakyan — Wed, 18 Dec 2019 05:09:15 GMT

I am not sure if my clients receive confirmations regarding their appointments because when I login to my Square Appointments app and go to Calendar and click on my clients name to see the appointment details its telling me that confirmation not sent. How do I make sure that they’re sent out? Also, I tried to resend the confirmation manually but the message on the screen stays the same. Please see the screenshots below. Thank you.

Re: Why aren’t some of my clients receiving confirmation texts?

JustinC — Wed, 18 Dec 2019 13:52:41 GMT

Hey @Lash311 - sorry to hear about this. Hopefully @Tom's post above helps a little.

Re: Confirmation not sent

nika — Thu, 19 Dec 2019 01:29:39 GMT

That seems odd @staslakyan. Hopefully @Tom's insight here will help!

How to turn on text reminders

Nikkinicoletto — Fri, 05 Jun 2020 03:22:56 GMT

Hello

I am getting notifications saying in my appointments it won’t notify certain customers

hiw do I fix this. Please help

Re: How to turn on text reminders

nika — Sat, 06 Jun 2020 15:33:34 GMT

@Nikkinicoletto Hopefully Tom's answer above on this thread helps!

Some of my customers did not receive their appointment notification texts - why?

schaefera — Tue, 16 Jun 2020 21:04:30 GMT

The title of this post has been edited from the original: appointment text reminders not sending to some customers

I have the automatic texts go out that ask customers to confirm their appointment set up. I've noticed that a couple of my customers don't get the texts. When i go to my calendar and click on the appointment, it says "confirmation not sent". I've double checked to make sure the that "appointment reminders" are enabled in the customer information and I've double checked that the phone number is correct. I'm not sure what else to check since the reminders work for most of my customers and only a few of the customers aren't getting the reminders.

Re: appointment text reminders not sending to some customers

Valentina — Tue, 16 Jun 2020 21:03:06 GMT

One of the major cell phone providers experienced a nationwide outage that started on Monday - this affected both text messages and phone calls. Although the outage was resolved today, it sounds like this may be related, @schaefera. If this is a new issue, and you haven't run into any trouble with notifications reaching your clients in the past, this is more than likely the root cause.

If you're running into this issue with specific clients who were not affected by the outage, you may want to reach out to our Support team - especially if this issue didn't begin this week.

Re: appointment text reminders not sending to some customers

schaefera — Wed, 17 Jun 2020 19:22:36 GMT

Thank you! I do know that at least one of my customers hasn't been getting her reminders since September. It wasn't a big concern because she was the only one that I knew of and she comes every 2 weeks at the same time so she didn't necessarily need the reminder. But I noticed this week I had another customer who didn't get the reminder text. I will do some testing with her and see if it could have been related to the outage.

Re: appointment text reminders not sending to some customers

Valentina — Thu, 18 Jun 2020 19:54:15 GMT

It's possible that the customer who hasn't been receiving notifications since September may have opted out of notifications accidentally. This article should help if that may have happened!

If you're still having trouble after testing with your customers, definitely reach out directly so our Support team can take a closer look and do some digging with you, @schaefera.

Re: Why are my clients not receiving the reminder texts for Square Appointments?

pefrfectpedicru — Thu, 01 Oct 2020 23:30:39 GMT

I have one client who is not receiving appointment confirmation text messages- and this opting out is across both android and IOS platforms?

Re: Confirmation not sent

Lizsarbo — Wed, 25 Nov 2020 14:15:20 GMT

I thought if my clients ended up with “confirmation not sent” it meant that the client hadn’t confirmed their appointment after getting the notification. Is this correct or does it mean a notification for the appointment hasn’t been sent to the client from square ?

Re: Confirmation not sent

AdamB — Thu, 26 Nov 2020 20:03:14 GMT

That means that a confirmation notification was not sent to your customer; it could be for the reason Tom stated or because of your Appointments confirmation settings. If you check the help article I linked it mentions that you can resend a confirmation if needed.

Re: Why are my clients not receiving the reminder texts for Square Appointments?

MPetrova — Thu, 01 Apr 2021 21:22:27 GMT

My clients are not receiving confirmation text, but on my end the appointments shows “confirmed”. Thais is happening the last couple of days only. And the only reason I’ve noticed that is because I had few no shows and clients claimed that they haven’t received confirmation text. I made few “fake” appointments for myself and co-worker... never got confirmation but the status changed to confirm. Any idea what’s going on?

thans

Re: Why are my clients not receiving the reminder texts for Square Appointments?

AshleyK — Fri, 02 Apr 2021 16:50:33 GMT

@MPetrova I would check your communication settings on the Square Dashboard and if you don't see anything amiss, then contact our Support Team so they can troubleshoot in real time. They may need to file a ticket with engineering if changing the settings doesn't work.

Also, the link to our support team is in Tom's answer at the top of this thread.

Let me know if you have any other questions and welcome to the Seller Community! 🙂