Email Reminders Are Not Being Sent

Category: Troubleshooting Reading time: 3 min

Email reminders are included for all specialists at no extra cost and should send automatically for every confirmed booking. If clients aren't receiving them — or you suspect they're not going out — here's how to diagnose the issue.

Check 1 — The Booking Is in CONFIRMED Status

This is the most common cause. Email reminders, like SMS reminders, only fire for bookings in CONFIRMED status. A booking that remains in PENDING will not receive any reminders.

Fix:

1. Open the booking from your Bookings calendar or list
2. Check the status field
3. If it shows PENDING, click Confirm
4. The email reminder schedule activates immediately for future reminder windows

⚠️ If the reminder window already passed while the booking was in PENDING, that specific reminder will not be sent retroactively. The next scheduled reminder (if within the window) will still fire.

Check 2 — Check the Reminder Status on the Booking

Every booking detail panel shows which reminders have been sent, which are scheduled, and which were skipped.

Fix:

1. Open the booking in your Bookings section
2. Look for the Reminder Status section in the detail panel
3. Review the status of each reminder:

- Sent — delivered successfully - Scheduled — will send at the correct time - Skipped — missed because booking was PENDING or the window passed

If reminders show as Scheduled, they're on track and haven't fired yet. If they show as Skipped, the booking was confirmed too late to catch that window.

Check 3 — The Client's Email Address Is Missing or Incorrect

Reminders send to the email address on the booking. If it's blank or misspelled, the email either goes nowhere or bounces.

Fix:

1. Open the booking detail
2. Check the Client Email field
3. Correct any typos or fill in a missing address
4. Note: updating the email won't resend a reminder that already failed. The corrected address will be used for the next scheduled reminder.

For walk-in or manually added bookings where no email was provided, add one manually — even after the booking is created.

Check 4 — The Email Is in the Client's Spam Folder

Groomera sends email reminders via Resend, a transactional email service. These emails are generally well-deliverable, but spam filters vary by email provider.

Ask the client to:

1. Check their spam or junk folder
2. Search for emails from Groomera or your shop name
3. If found in spam, mark it as Not Spam to improve future deliverability
4. Add your shop's sending email address to their contacts

This is especially common with strict spam filters (some corporate email providers, older email clients) and first-time clients who haven't received a Groomera email before.

Check 5 — The Cron Job Hasn't Run Yet

Groomera's email reminders are sent by a background scheduled job (cron job) that runs at set intervals. If a reminder is scheduled but hasn't arrived yet, it may simply be queued and not yet dispatched.

Expected timing:

• 2-day reminder: sends approximately 48 hours before the appointment
• 1-day reminder: sends approximately 24 hours before the appointment

If you confirmed a booking recently and the 2-day window is still in the future, the email simply hasn't sent yet — it's scheduled and will go out at the right time.

If the appointment is imminent and you expected an email to have already gone out, check the Reminder Status on the booking (see Check 2 above).

Check 6 — The Booking Was Confirmed After the Reminder Window Passed

If you confirmed a booking on the day of the appointment, both the 2-day and 1-day email windows have already passed. Those reminders will not send.

What still might send: The day-of SMS (if SMS is enabled and it's still before the morning send time).

Fix for this appointment: Contact the client directly. For future bookings, aim to confirm them within a few hours of creation — or enable auto-confirm in your booking settings so every new booking immediately enters the reminder cycle.

Check 7 — High Email Bounce Rate on the Account

If multiple clients have had emails bounce (due to invalid addresses), this can affect the overall sending reputation of your account with Resend. While Groomera monitors for this, persistent bad addresses can cause deliverability issues at scale.

Fix: Audit your client list and remove or correct clearly invalid email addresses. Go to Clients in your sidebar and review contact information for your most active clients.

Still Not Resolved?

Submit a ticket from the Support section of your dashboard. Include:

• The client's name and email address
• The booking date and specialist
• The booking status at the time the reminder should have sent
• A screenshot of the Reminder Status section from the booking detail
• Whether the email was found in spam or is completely absent

Related articles:

• Setting Up SMS and Email Reminders →
• Clients Aren't Receiving SMS Reminders →
• Managing Your Booking Calendar →