Work through these checks in order — most issues are resolved by step 1 or 2.
1. Check that reminders are turned on
Go to Setup > Emails & Notifications. Each reminder type has its own on/off toggle. They are off by default for new accounts — make sure the relevant reminder is enabled.
2. Check the template isn’t blank
Even if a reminder is toggled on, if the template body is empty it won’t send. Click into the template and confirm there is content in both the subject line and body fields.
3. Check the timing
If your reminder is set to send “24 hours before” but the booking was made less than 24 hours out, the window has already passed — reminders don’t send retroactively. This is one of the most common causes of “missing” reminders.
4. Check the client’s email address
Go to the client’s profile and confirm a valid email address is on file. If it’s blank or contains a typo, nothing will be delivered.
5. Check spam / junk folders
Ask the client to check their spam or junk folder. BookingTimes sends from a shared sending domain and some mail providers flag it automatically. If this is recurring for one client, ask them to whitelist support@bookingtimes.com.
6. Custom sending domain / SMTP issues
If you have connected a custom sending domain and reminders recently stopped working, the domain authentication (SPF / DKIM records) may have lapsed or been changed. Contact BookingTimes support with your sending domain name and we’ll check the configuration.
Still not working? Open a support ticket and include: your school name, the booking date and time, the client’s email address, and which reminder type isn’t sending. That’s everything the support team needs to investigate quickly.
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