Customer didn't receive a confirmation

Booking confirmations are sent when a booking is created. Appointment reminders may come from the service's automatic reminder or from a reminder the customer selected after booking. If a message didn't arrive, first identify which one is missing, then work through these checks.

Check the email address or phone number

Open the customer's profile from Customers and confirm their email address or phone number is correct and complete. A typo is the most common cause.

The selected channel must have matching contact details: email reminders need an email address and SMS reminders need a phone number.

Check that the reminder was enabled in time

For a service reminder, open the service and confirm Hours before appointment is set and the correct Channel is selected. A blank hours field means that service sends no automatic reminder.

For a customer-selected reminder, open Manage booking with the customer and confirm the email or SMS choice is selected. Customer choices are off until the customer opts in. The initial suggestions are 8 hours before for email and 1 hour before for SMS, but the reminder must still be scheduled in the future when it is saved.

Check spam or junk folders

Ask the customer to check spam or promotions folders — automated booking emails sometimes land there, especially on the first message from a new sender.

Check your message wording

Open Company settings and go to Messages. Confirm the relevant confirmation or appointment-reminder template still has valid content, and use Restore default if a recent edit may have broken it. Email and SMS use separate defaults.

Also check the service itself. A service-specific automatic-reminder message overrides the business template for its selected channel or channels. Clearing that message makes the service use the current business default again.

If {address} is blank, that alone does not stop a message. Calendia omits it for video appointments, virtual locations and bookings without a physical address.

Check SMS credits

If a confirmation or reminder is sent by SMS, low or exhausted SMS credits will stop it going out. Look for the SMS credit indicator in the sidebar — it shows Out of SMS credits with a Buy option when you've run out.