Overview

When a reminder doesn't reach a patient, the cause is usually a missing or disabled piece of the setup. Work through the checks below to find where the reminder is being blocked.

Troubleshooting

• If nothing sends at all, then check that the reminder rule exists on the timeline. With no reminder saved for the right day, method, and time, nothing will send — start in Configuration > Communication Timeline.

• If the reminder rule exists but doesn't send, then check that the message template exists. A reminder can't send without the correct SMS, email, or phone template in Configuration > Message Templates.

• If the template exists but the channel still doesn't send, then check that the channel isn't turned off somewhere. A reminder is blocked if SMS, email, or call reminders are disabled at the Location, Appointment Type, or Resource/Provider level — it must be enabled at all applicable levels.

• If a specific patient isn't receiving reminders, then check their contact information. SMS needs a valid mobile number, email needs a valid email address, and calls need a valid phone number.

• If a patient never receives a channel, then check whether they've unsubscribed. An opted-out patient won't receive SMS or email through that channel.

• If the reminder seems intentionally skipped, then check the skip rules. Skip if already confirmed? or Skip if cancel requested? may be suppressing it on purpose.

• If phone reminders don't send on certain days, then check Skip Weekend Calls or Skip Holiday Calls — these can move or suppress calls on those days.

• If the reminder only sends for some appointments, then check the assignments. A reminder assigned to certain appointment type groups, resources, or locations only sends for matching appointments.

• If a minor's reminder goes to the wrong recipient, then check minor routing. For patients under the Minor Age Cutoff, the system may send to a contact instead; if no contact is marked Include on reminders, it may fall back to the patient.

• If booking notifications aren't sending, then remember they're different from reminders. Email on Booking and Text on Booking don't use the Communication Timeline — they require the booking toggle on and the correct On Schedule Notification template.

• If the message content looks different than expected, then check for a template override. Locations, appointment types, and providers can each have their own reminder template overriding the default.

• If the reminder sends but the patient can't confirm through it, then check the confirmation settings. The correct call or email confirmation setting must be enabled for that appointment type or provider.

• If everything looks correct but nothing has arrived, then check whether it has sent yet. Double-check the appointment date, reminder timing, and send time — the send window may not have been reached.

• If calls and texts are broadly paused, then check the EHR connection. The dashboard can show reminder calls and SMS paused when the EHR connection is offline.

Where to verify what happened

• Communication History — best for checking whether a reminder was sent, delivered, blocked, or responded to.
• Patient Info > Past Communications — best for quickly reviewing one patient's reminder history.
• Test Panel — best for sending a sample reminder to confirm setup and template behavior.