Why did a guest not get a reminder?

Go through the points in order.

The reminder itself

• Is it still off or paused? Then it goes to nobody. Switch off Pause.
• Does it say it will not go out because there is no text, no subject or no channel? Then exactly that is missing.
• Does it say sending is not set up? Then nothing goes out on this Hub right now.

The address

• Reminders for reservations take email and mobile number from Guest records. If the reservation is not linked to a guest, there is no address. Add a phone number or email to the reservation, see How a reservation reaches the right guest.
• The message in the middle then says that no email address is on file for that guest.
• Appointments in the appointment book carry their own contact.

The guest

• Appointment reminders is set to no in their record, they are blocked, or they unsubscribed through the link.
• They have not agreed to SMS: the Hub says they will not get one.

The timing

• The reservation came in after the reminder time: someone who books three hours ahead gets no “24 hours before” reminder. The Hub sends nothing after the fact.
• An SMS falls into quiet hours and the visit starts before they end. Then it does not go out at all.
• Reminders go to reservations that are Pending or Confirmed, not to cancelled ones.

The SMS budget

If the monthly SMS limit is reached, an SMS waits for the next month if the visit is still ahead then. If you booked Reminders from 1 December 2026, it stops after 100 SMS a month unless you have switched on more SMS yourself. See SMS reminders.

What actually went out is in the history.