If your SMS reminders aren’t sending or delivering as intended, this article can help you identify the cause and fix it quickly. Common reasons include disabled settings, missing phone numbers, or scheduling conflicts.
đź“Ł Note
It isn’t possible to retroactively send an SMS reminder after it was missed.
SMS reminders are included in Essentials and Premium plans, and can be used for both session and payment notifications.
Step 1: Make sure SMS reminders are turned on
SMS reminders are turned on by default, but if you recently updated company settings or changed plans, they may need to be re-enabled.
To confirm or adjust your settings, follow the steps in Send automated SMS reminders to clients.
Step 2: Check that your form includes a phone number field
For HoneyBook to send SMS reminders, it needs a valid client phone number. If your contact or lead form doesn’t include this field, reminders won’t send.
For lead forms: Edit your lead form to include a phone number field
For contact forms: Add a phone number field to your contact form
After updating your form, publish the new version so new submissions include phone numbers.
Step 3: Confirm that the reminder isn’t scheduled for a weekend or holiday
SMS reminders aren’t sent on weekends or major holidays.
Double-check the date and time you selected for the reminder
If you need to adjust when reminders send, follow the steps in Send automated SMS reminders to clients
If your reminder was scheduled during a restricted time, reschedule it for the next available weekday.
Step 4: Verify your client’s phone number
If your client’s phone number is a landline or doesn’t support text messages, SMS delivery will fail. Ask your client to confirm that:
The number is correct and active
Their device can receive SMS messages and not just calls
Step 5: Check reminder type and plan availability
If session reminders aren’t sending
Verify that your account is on the Essentials or Premium plan, as SMS reminders aren’t available on Starter
Review the previous steps first (Steps 1–4)
Make sure the session has Email & SMS selected as the reminder type
Confirm the reminder timing is correct
If payment reminders aren’t sending
Confirm you’re on the Essentials or Premium plan
Review the previous steps (Steps 1–4)
From the navigation menu, select your company logo > Company settings
Select Preferences
Scroll down and under “Payment reminders,” confirm the following reminder types are turned on:
Recurring/Autopay
Payment due date
Overdue +2
Step 6: Test and monitor
After completing the previous steps:
Create a test reminder to confirm SMS delivery
Check your contact workspace to ensure the reminder was sent
If reminders still aren’t sending, contact our Support team:
Select the Question Mark icon on any HoneyBook page
Select Message us > Send us a message
To connect with a person, enter “Talk to a person”
Include the following details:
The client’s name and phone number (no sensitive data)
The reminder type (payment or session)
The scheduled reminder date and time
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!