SMS messages not sending

SMS messages not sending

1. Template lane and channel toggles

Open Settings → Communications. Choose the correct lane when more than one exists, then each message card. Ensure SMS is enabled for the events you expect (booking created, reminders, and so on).

2. Guest phone numbers

SMS needs a normalised mobile number. Missing or invalid numbers simply skip SMS for that guest while email may still send.

3. Appointments Light and billing

On Appointments Light, if Stripe shows no subscription yet, Communications displays a banner: you must add a card under Settings → Plan before outbound SMS is allowed. Once billing is active, Light includes 100 SMS segments per month with £0.06 overage beyond that.

4. Included bundles and overage

Light, Plus, and Pro (and Restaurant tiers) use included monthly segments with metered overage billed per segment at £0.06 beyond the bundle unless you are on complimentary access (then sends stop at the allowance).

5. Read the booking timeline

Open the booking and inspect the communication timeline. Failed sends usually surface provider style error text there.

6. Escalate with context

Contact Support (/dashboard/support) with venue id, booking id, timestamp, and which template lane you were testing.