These troubleshooting steps can help identify why SMS reminders are not sending or delivering as intended, so you can resolve the issue moving forward. Please note that it isn't possible to retroactively send an SMS reminder.
Here are some common times SMS reminders may not send when you expect them to:
Situation | Troubleshooting |
SMS reminders are turned OFF | SMS reminders are turned ON by default for your account. Here's how to turn them ON. |
Contact form or lead form doesn't contain a linked phone number field | Check that your published contact form or lead form contains a suggested phone number field. If not, here's how to fix for a lead form, and here's how to fix for a contact form. |
Weekend or holiday | Check that the SMS reminder was not set to send on a weekend or holiday. You can review when reminders are sent here. |
Client landline | Ask your client to confirm that the phone number is accurate, and has access to SMS messages (e.g. not a landline). |
Session reminders aren't sending | First, walk through the troubleshooting steps for the above situations.
Then, confirm that the appropriate session has Email & SMS selected as the reminder type, and that the timing is set as intended. |
Payment reminders aren't sending | First, walk through the troubleshooting steps for the above situations.
Then, confirm that the appropriate payment reminder types (Recurring/Autopay, Due date, and/or Overdue +2) are toggled ON under your Company Preferences. |
Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!