If your clients aren't receiving appointment reminders, or if automatic reminders have stopped sending, don't worry—several common causes can be resolved quickly. Use the checklist below to troubleshoot.

Work through each step in order. Most reminder issues are resolved within the first three checks.

On the Pro and Pro Plus subscriptions, you receive an allocated quota of reminders. If you use your monthly allocation, reminders will stop sending until you purchase additional packages.

• Go to Menu → User Details (tap on your name) to see your remaining SMS credits

• Learn more: How many SMS messages will I have available each month?

If you're using semi-automatic messaging mode (where reminders are sent from your phone), make sure your phone is set up.

If you set another device that doesn't support messaging, the reminders will fail. If delivery issues persist, consider switching between Semi-automated and Fully automated modes.

Semi-automated mode routes messages through your device’s carrier, which can sometimes improve reliability.

• If you've recently changed phones, you may need to update your sending device: How do I change the sending device?

Goldie requires clients to consent to receive text messages before sending reminders. If a client unsubscribes, their reminders won't go through.

• If a client accidentally unsubscribed, see: My client unsubscribed from messages by mistake

SMS messages require a valid phone number with the correct country code. If the phone number is incomplete, formatted incorrectly, or is a landline, the message will fail.

• Open the client's profile (Menu -> Clients) and verify their phone number includes the country code

• Ensure the number is a mobile number, not a landline

• Go to Menu → Settings → Messages

• Verify that you have at least one active reminder template (e.g., "24 hours before" or "2 days before")

• Keep your reminder templates concise (≤160 characters) and avoid using emojis or special characters to maximize delivery success.

If you've checked all the steps above and reminders still aren't sending, the issue may be on the carrier's side. In some cases, mobile carriers block or delay messages.

• Ask the client to check their spam/junk SMS folder (some phones filter unknown numbers)

• Try sending a test message to yourself to verify the system is working

• If messages are being sent but not being received, please contact our support team with the client's phone number and the date/time of the missed reminder — we can check delivery status on our end

Still can't find what you're looking for? Return to the Help Center homepage to search for additional articles or reach out to us - we're always here to help.