Why has my customer not received their reminder?

If you have noticed that an email or SMS reminders or notifications hasn't sent as expected, there are a few things you can check:


Are your reminders and/or notifications on?

Head to  Setup > Customer messages to confirm that Timely is set up to send notifications and/or reminders.

These will be shown as Email/SMS booking changes and Email/SMS customer reminder:

You have the option to enable both SMS reminders and Email reminders, as well as SMS notifications or Email notifications. These will need to be setup separately.

Check out our  How to send automated customer reminders and How to send booking confirmations and notifications guides for more information.

Important information

Customers can have their own reminder and/or notification settings. 

You can view this for an individual customer under  Customers > [Search customer] > Edit customer > Notifications.

Check out our  How to set individual reminder settings for customers guide for more information.


Do you have enough SMS credits?

SMS are charged separately from your monthly subscription and can be purchased in packs. They carry over month to month and never expire, so you can tailor your use to suit your business.

Each SMS message will cost 1.0 credit. If you have two-way SMS enabled, then customer replies will cost 0.5 credits.

  1. To check your SMS balance, head to Account > SMS credits in the main menu
  2. You will see your balance at the top of the page: 
  3. If this is showing as 0.0, you can use the Buy SMS credits button to purchase more SMS.
  4. Choose your preferred SMS pack from the pop up list (the price will be included) and click Buy SMS credits to complete.
  5. Your balance will be updated and SMS will resume sending.

Check out our  How to buy SMS credits guide for more information. Full details of SMS pricing for available countries/currencies can be found on our website here:  http://www.gettimely.com/pricing


Is the SMS number or email address valid?

Does the customer have an SMS number or email address listed? And is the number/email a valid address, in the correct format?

You can confirm by editing an appointment from the calendar and checking the SMS number and/or field.

Important information

Timely can only send SMS messages to the country you operate from. We will automatically enter the international prefix/dial code for the country that your account is registered in.You may need to remove the international prefix and/or the '0' from your numbers to make sure they send correctly.


Do you have am SMS and email delay enabled?

By default all of your SMS and email messages will be sent after a 10 minute delay. This is to prevent a customer (or staff member) from receiving multiple messages if a series of changes are made to an appointment one after the other.

To adjust the SMS delay settings:

  1. Head to Setup > SMS Settings from the main menu.
  2. Scroll down to the SMS and email delay section:
  3. Update this to your desired delay period and click Save to apply.

Adding a delay also allows you to pause and delete any pending messages before they are sent. This is great if you'd like stop notifications from sending on a specific appointment.   Find out more


Was the message generated late at night, or early in the morning?

The default setting for restricting the sending of SMS messages to customers, is set to between  8:00AM and 9:00PM. This isto prevent customer's receiving unwanted or disruptive messages in the middle of the night.

No SMS messages will be sent outside of this time period. So if a reminder, notification or ad-hoc SMS is created at 9:30PM, this won't be sent until 8:00AM the following day. The message will remain pending during this time.

To set your SMS time restrictions: 

  1. Head to Setup > SMS settings in the main menu.
  2. Scroll down to the SMS time restrictions section.
  3. Update the Start and End time under the Restrict SMS message sending to the times heading:  

  4. Click Save to apply your changes.


Was the booking added the day before?

If you've set reminders to e.g. 24 hours but have placed the appointment inside that time window we won't send an SMS reminder.

The basic rule of thumb is that if the appointment is added after the time the reminder would have been sent, then a reminder won't be sent.

If you have your SMS set to go out 1 day prior at a set time, then the booking must be added to the calendar at least 24 hours before the appointment start time.

If you add an appointment for 10am on Friday at 1pm on Thursday, the customer won't be sent a reminder. Even if your SMS reminders are due to be sent 1 day prior at 3pm.

Still need help? Get in touch with the Support Team Get in touch with the Support Team