Appointment reminder texts not being received by clients

[Meenx]

I have had multiple clients claim they are not receiving text confirmations for their appointments. I booked an appointment for myself with my own number and never received the text confirmation, though it says I confirmed on the appointment.

[TheRealChipA]

Hello @Meenx.  Since this is your first post here in the Community, I’m assuming you are new to Square.  Are you a subscriber to Appointments Plus?  If you are, are you sure that you haven’t inadvertently turned off confirmation requests in your communication settings?  

Otherwise, if you are not a Plus subscriber, you must be in order for confirmation requests to be sent.  You can upgrade and then turn this on by going to your web dashboard > Payments > Appointments > Settings > Communications.  At the top there is an Upgrade button beside “Confirmations.”

[Meenx]

No, I’ve been a square user for 2 years. And pay the monthly membership for text confirmations. Confirmation texts messages are turned on and set for 48hrs, reminder texts for 1hr, and email reminder for 24hrs. 

I’ve already done all the cross checking of these options that’s why I’m looking for help. 

[Sammie_C]

Hi @Meenx, thank you for your post. Appreciate you @TheRealChipA for your insight as well!

I went ahead and reached out to our Account Services team to take a look. As soon as I hear back from them, I will reach back out here promptly to see how we can get this resolved for you.

Please let us know if you have any questions in the meantime.

[Sammie_C]

Hello again @Meenx, I had a couple clarifying questions for you. Our Account Services team mentioned that there are a few different text messages that are sent out by our system. They are asking which text messages are you not receiving specifically? Is it the "your appointment is confirmed" text or one of the other messages?

[Meenx]

They are receiving the original “appointment accepted” text when the appointment is booked but not the confirmation text or reminder text that goes out in the days leading up to the appointment. 

[Sammie_C · Accepted solution]

Hello again @Meenx. I chatted with our Account Services team again and they said they reviewed all the messages that are being sent to you and your clients, and on their side it is showing all of the confirmation and reminder texts went out successfully. 

Could you please double-check that the Square/Block SMS number is not blocked? Or that the messages did not end up in a junk folder? Is there anyway your clients would be able to check this as well? Let me know and I keep looking into this for you.

[AmeerNewell]

Hello, I’ve had 3 clients recently state that they haven’t received reminder texts.  

i have everything setup properly and are long time clients who normally receive texts.

is there a current glitch in system. Or is there a way to reboot?

[TheRealChipA]

@Meenx Ok.  I’m sorry to ask what might be obvious questions to you, but on a board like this it’s always better to have all the facts before proceeding.  And your post didn’t say whether or not all of that was the case.  As a fellow seller, I wouldn’t be doing my job here if I didn’t ask.  You’d be surprised how many sellers come here first before trying all of the obvious stuff.

So, given all of that, including your own test, this sounds like an issue for the moderators.  I’ll tag them and one of them will get back with you.  But if you’d rather speed things up, you might want to go ahead and contact Square Support for possibly quicker resolution.

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