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Why didn't I/my provider receive the text confirmation for an appointment?
Why didn't I/my provider receive the text confirmation for an appointment?
Angela avatar
Written by Angela
Updated over a week ago

We know how important it is that providers get their notifications when a client books online. We take them very seriously! If you or your provider did not receive a text notification for a client appointment booking, there are a number of things that could have happened. Let's break that down: 

First off, have you been opted in to receive those text notifications?

While in the past providers didn't need to opt in to receive text reminders, we've switched up how they're being sent to ensure they're as reliable as possible! A requirement for this newer method is for each provider to be opted in. Here are the steps for how you can do that:

  1. From Settings, click on the "Providers/Instructors" tile

  2. Open the profile for the provider you'd like to opt-in

  3. Click "Edit"

  4. Under "Notifications" click "Opt-In Provider"

  5. Enter the phone number you'd like to opt them in with, and check the box to confirm they'd like to receive text notifications

  6. Click "Opt-In"

  7. Save your changes!

Have you been receiving other text notifications, such as from your friends or family? 

If so, this is a good sign! If you are unsure if other texts are coming through, give us a holler using the chat bubble in the lower right corner of your screen or emailing us at, and we can book a test appointment with you. This lets us track it and see if notifications are coming through successfully and to make sure that things are running smoothly.

You can also check right within an appointment's Details to see if your provider notifications have been delivered successfully! 

To check the appointment details, locate one of the appointments where the notification was missed on your calendar and open it up. This will take you to the Appointment Details area. On the bottom left side of this page, there will be the "Original Appointment Details" and it will tell you if confirmations or reminders have been sent to the client and the provider! If these notifications show as "Bounced," you may want to reach out to our support team for further troubleshooting.

If you are receiving most texts and this last one did not come through, were you out of cell service or on a poor wifi network when the text was attempting to be delivered? 

If there is any chance that the connection to the phone was poor when the text tried to deliver, this could be the reason the notification failed to send.

Essentially, when a text is sent to the cell provider (like Verizon, AT&T, etc.), sometimes they can't complete the text delivery to your phone because of poor reception or a poor wifi connection. Some phone networks will store the message and try to send it again later, but other networks will try to send the message only once and then will drop it. In this situation, we don't have any control of whether the cell provider completes the delivery of a text message during the poor reception or connection time frame.

If you still have questions or concerns at all, don't hesitate to reach out to us directly!

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