If your clients aren't receiving appointment reminders, or if automatic reminders have stopped sending, don't worry — there are several common causes, and most 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.

1. Check Your SMS Balance

On the Pro and Pro Plus subscriptions, you receive an allocated quota of reminders. If your monthly allocation is used, 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?

2. Verify Your Sending Device (If Using Semi-Automatic Mode)

If you're on the semi-automatic messaging mode (where reminders are sent from your phone), make sure your mobile phone is set. If another device is set that does not support messaging capabilities, the reminders will fail.

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

3. Confirm the Client Gave SMS Consent

Goldie requires clients to consent to receiving text messages before reminders can be sent. If a client unsubscribes, their reminders won't go through.

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

4. Check the Client's Phone Number Format

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

5. Check Your Reminder Template Settings

Make sure your reminder templates are active and correctly configured.

• Go to Menu → Settings → Messages

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

If you've checked all the steps above and reminders are still not sending, it may be a delivery issue on the carrier side. In some cases, mobile carriers block or delay messages. Here's what to do:

• 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

Can I send email-only reminders instead of SMS?

Currently, Goldie's reminder system sends messages via SMS. Email-only reminders are not available as a standalone option at this time. Clients who book through your online booking page will also receive email confirmations.

Why are my reminder times showing in military time (24-hour format)?

Reminder time format follows your regional settings. You can adjust this in Menu → Settings → Messages. Tap the template and update its format.

How far in advance can I set a rebooking reminder?

Rebooking reminders can be set for up to 48 weeks after the last appointment. To configure this, go to Menu → Messages → Rebooking Reminder. Learn more: Rebooking Reminder Guide

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.