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Why aren't my customers receiving SMS reminders?

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If your customers are not receiving their SMS reminders, it could be due to the following reasons:

  1. Automatic reminders disabled: For a customer to receive SMS reminders for visits, they need to have automatic reminders enabled. This feature is enabled by default for each customer, but it might have been turned off by someone. To check, edit the contact and ensure Visit reminders is ticked under Subscriptions. See Disable automatic reminders for one contact.
  2. Missing mobile phone number: Another reason a contact might not receive SMS reminders for visits is a missing primary mobile phone number. It’s not enough to add a mobile phone number to the regular landline phone field. Reminders are sent to the numbers under Mobile phone on the contact record. See Mobile phone and extra numbers.
  3. Additional numbers without a primary mobile: Extra SMS reminder numbers (added with + Add another mobile number) only receive reminders when a primary mobile is set on the contact. Additional numbers must be entered in their dedicated fields, not as comma-separated values in the primary mobile field.
  4. One person received the reminder, another didn’t: If a contact has multiple SMS reminder numbers, each number is sent to independently. Check that the missing person’s number is entered correctly, hasn’t opted out by replying STOP, and that you have enough SMS credits for all recipients.

If your customers still aren’t receiving SMS reminders after checking the points above, please contact SortScape support, and we can investigate for you.