SMS messages not sending
Why a text did not arrive: no mobile number, the SMS tickbox, the Light card requirement, and where to read the failure.
SMS not sending
The email arriving while the text does not is nearly always one of four things. Work down them in order.
1. No mobile number on the client
A text needs a mobile number on the client's record. A UK number starting 0 is turned into +44 for you, but a landline or a mistyped number is refused by the network, and the email still goes out on its own. Check the number in Contacts, or on the booking.
2. SMS is not ticked on that message
Open Settings, then Communications. Find the card for the message you expected, check its switch is on, and tick SMS. Three cards are email only and never offer SMS: Deposit confirmation, No-show notification and Post-visit thank you, as is the New booking alert further down.
A text for a booking of several services names all of them, so a cut and a colour read "Cut and Colour", and four services read "Cut, Colour and 2 more". The time is the start of the first service. Several people booked together read as "3 appointments" instead. If that is not what your client received, check you are looking at the right booking rather than changing your wording.
Messages your team writes by hand ride on the Custom message card. Untick its SMS box and those stop going by text too.
3. Appointments Light with no card on file
On Appointments Light, texts do not start until you have a card on file for your ResNeo subscription. Until then a blue SMS on Appointments Light note sits at the top of the Communications tab, and ResNeo quietly sends the email and skips the text, with nothing recorded as failed. Add a card under Settings → Plan.
4. It did send, and failed at the network
Open the booking and expand SMS / email guest. Under Sent for this booking, every attempt is listed with its channel, the message name, who it went to, and a status of sent, delivered, failed or bounced. A failed row shows the reason underneath. Copy that line into your Support ticket.
Allowances, and a bill that surprised you
| Your plan | Segments included each month |
|---|---|
| Appointments Light | 100 |
| Appointments Plus | 250 |
| Appointments Pro | 500 |
A segment is up to 160 characters, or 70 once a message contains an emoji or an accented character, so one emoji can double what a message costs. Running out does not stop your texts: each extra segment is added to your next bill at 6p. Check SMS usage on Settings → Plan, or SMS segments this period under Settings → Reports, which adds an Overage note once you are past the allowance. A venue on Complimentary access is the exception: sends simply stop at the cap instead of being billed.
Nothing saves on the Communications tab
Either you are signed in as a team member, so every control is greyed out, or your subscription is past due, which blocks saving on every plan with Billing is past due. Add or update your payment method under Settings → Plan to continue editing. A red Save failed, retrying next change instead means the connection dropped: change something again to start a fresh save.