Text reminders are not being sent

[BryanB]

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?

[Valentina]

Oh no @BryanB!

Sorry to see that trouble has brought you to the Seller Community. I've moved your post to this thread where some other folks had similar questions about their Square Appointment text reminders. @Tom's Best Answer here should take care of you - please be sure to get in touch directly using the link provided, if needed. The team will be available by phone tomorrow, if you prefer that form of contact over email - a phone call also tends to be quicker!

[BryanB]

I spoke with tech support on 4/16/2021 and was informed there was a known problem with Square sending text appointment reminders, the problem began on Tue  4/13/2021, and that the "engineers were working on it". The rep checked my settings and said all were fine and the problem was solely because of an issue on Sqaure's end.

I was told the expected date to have this fixed was Monday 4/19/2021.

[Valentina]

Our teams are still actively working on this, @BryanB.

Apologies if you were given a hard date for a resolution, as our teams often need additional time when looking into issues, coming up with solutions, and testing/implementing those solutions. Our Appointments team can keep you in the loop about the progress if you give us a call or send an email our way, if you haven't already done so.

[BryanB]

Today is Mon 4/26/2021 and this is still not working. Per tech support this problem began on 4/13/2021 so it has not been working for 2 weeks. Can someone from Square please give us an update as to when this will be fixed? Our business is evaluating Square vs competing products and if this problem isn't fixed in a few days then we will have no choice but to select a competing product that works. Thank you.

[mlopez]

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? 

[Tom]

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.

[pefrfectpedicru]

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

[Dianita]

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!

[nika]

@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!

[Lash311]

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? 

[JustinC]

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

[staslakyan]

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.

[nika]

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

[Lizsarbo]

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 ?

[AdamB]

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.

[Nikkinicoletto]

Hello

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

hiw do I fix this.  Please help 

[nika]

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

[MPetrova]

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

[AshleyK]

@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! 🙂

[MPetrova]

Thank you Ashley K. Let me know if I need to contact the Support Team!