Troubleshoot customer appointment communications
If a client reports they are not receiving their appointment notifications, confirmations, or reminders, there are steps you can take to ensure they successfully receive your communications.
Before you begin
You can troubleshoot client communications issues from the Appointments section of your Square Dashboard.
Option 1: Review email communication settings
Recommend that your client check their spam, junk, and other miscellaneous email folders. Their email provider may have filtered out the email they are looking for.
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Confirm your clients’ email inbox can accept emails from Square. To change their email filter settings to accept emails sent from Square, recommend they add these Square domains to their safe list. For privately owned emails, they may have to contact their host.
@squareup.com
@messaging.squareup.com
@communications.squareup.com
Option 2: Review text message communications settings
Verify client information
Make sure they are using a mobile phone number and not a landline.
Confirm the client’s phone number has not changed.
Check their appointment details to make sure the phone number was not entered incorrectly.
Confirm text message notifications aren’t being blocked
Appointment text message notifications are sent from a toll free number, and some cell phone service providers have spam filters that block these types of contacts. Clients may need to reach out to their cell phone provider if they do not see the number blocked on their personal device.
Ask your client to opt in again
If a client suddenly stops receiving text message notifications it’s possible that they opted out of receiving notifications. If they still have access to a prior messages thread for appointment notifications, they can reply Start to the text message to opt in again.
Note: Client responses to text messages can be found in the Messages section of your Square Dashboard or in the Square Appointments app.
Option 3: Update time zone information
Your appointments calendar will reflect the time zone of the device you are using. You can change your device’s time zone settings so your device’s display time is aligned with the time zone you would like to see your appointments calendar displayed in.
If notifications are being sent from a time zone different from your business location, confirm your customer’s booking time zone settings. You have two options:
Let customers choose a time zone: Your online booking site and all notifications to customers will be in the time zone the customer chooses at booking.
Lock the booking time zone: Your online booking site and all notifications to customers will be in your business location‘s time zone.
Update your booking timezone
Sign in to your Square Dashboard, then go to Appointments > Settings.
Select Calendar & Booking.
Within the Online Booking Preferences section, select Allow customers to choose timezone when booking or Lock booking timezone to business location timezone.
If the appointment was manually booked, and the appointment time does not match your business location’s time zone, make sure:
You have not traveled out of your business location’s time zone recently.
You are not currently outside of the time zone of your business location.
Note: Keep in mind that if an appointment is made too close to the time a notification is set to send, there may not be enough time to send out the notification before the scheduled notification time.
Update a customer’s timezone
You can check to make sure a customer’s profile does not have a different timezone than your business’s time zone:
Sign in to your Square Dashboard, then select Customers and choose the customer’s name in question.
Within Personal Information, click Edit.
Scroll to Time Zone and edit if necessary.
Option 4: Update customer notifications settings
Sign in to your Square Dashboard or Square Point of Sale app, then go to your Customer Directory.
Click the client profile and go to Personal Information > Edit.
Scroll to Appointment Notifications, and select Email or Email and Text Message from the drop-down menu.