A customer didn't get their text or email
Check the number, the notification toggles and whether the customer replied STOP.
Last updated October 16, 2026
- Open the job and confirm the mobile number. Landlines cannot receive SMS; add an email as a fallback.
- Check Setup → Notifications — the milestone (booked, on the way, running late, arrived) must be turned on for SMS or email.
- If the customer has ever replied STOP to a text from your number, carriers block further SMS to them; switch that customer to email notifications.
- If the message shows as sent but the customer insists it never arrived, ask them to check blocked senders and spam, then email us the job number so we can check delivery with the carrier.