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A customer isn’t receiving emails or texts

Posted
Updated
ByThe Wax Stak Team

By the end of this article you will be able to tell why a message did not go out, and put it right — nearly every case is one setting or one field.

Symptoms

  • A customer says they never got the confirmation text, the reminder, or the invoice.
  • Texts that used to arrive stopped, for one customer or for everyone.
  • A broadcast reached most people but not this one.
  • The bell in the header shows Text messages are not being sent.

Likely causes

  • Nothing to send to. A customer without an email on their record receives no email; without a phone, no text. Look at the Contact Information card on their page.
  • The business phone is not verified. No customer text leaves until the Text Message Verification card on Settings → Company → Customer Messages reads Verified — whatever the switches below it say. When that is the reason, every admin gets the bell notice above, and it says which step is missing.
  • That message is switched off. Each automatic text has its own switch under Automated Customer Messages on the same tab: the confirmation, the reminders and their lead times, on the way, job finished.
  • The customer said STOP. A reply of STOP to any text stops every text from you. Their page shows it under Text message consent — Withdrawn, All messages, source Text message reply. Only they can lift it, by replying START.
  • They unsubscribed. Unsubscribed from promotions on their page means broadcasts skip them, and nothing else — invoices, receipts, confirmations and reminders keep going.
  • Their address bounced or they marked you as spam. After a hard bounce or a complaint the address is suppressed for marketing; messages tied to a job or an invoice are still attempted. The totals are under Reports › Deliverability.
  • The allowance ran out. On Starter, texts pause when the month’s allowance is used up and resume next month; Pro and Business keep sending at a per-text rate. Admins are notified at 80% and at 100%.
  • The reminder’s lead time had already passed. A reminder is only sent if its time is still ahead when the job is booked or moved. A job booked in the morning for the afternoon gets no “1 day before” reminder.
  • The job is canceled or completed. Nothing is announced for a job that is no longer live.
  • It is in their spam folder. Emails leave from an address on waxstak.com, with your business name where your plan allows a sender name.

What to do

  1. Open the customer’s page and check the Contact Information card. Click Edit to add or correct the Email or Phone, then Update Customer.
  2. Look at the Text message consent card. The newest entry is the one in force; Withdrawn for All messages means they must text START before anything by text reaches them. For a spoken yes at the counter, read the script and click They agreed — see Email and text preferences.
  3. Open Settings → Company → Customer Messages. Confirm Text Message Verification says Verified; if not, enter your Business phone, click Send code, type the Verification code and click Verify.
  4. On the same tab, check the switch for the message that did not arrive under Automated Customer Messages, and its lead times if it was a reminder. Click Save.
  5. Check the month’s usage on Settings → Company → Subscription if texts stopped for everyone at once — see Monthly text allowance by plan.
  6. For an email, ask the customer to look in spam and to add the sender to their contacts. Resend what you can from its page: an invoice from Billing › Invoices, portal access with Send portal access.
  7. Still nothing, and the counts under Reports › Deliverability show a Failed text or a Hard Bounced email for the day? The number or address is wrong or unreachable — confirm it with the customer, correct the record, and send again.

Good to know

  • Language. Every message goes out in the language on the customer’s record — Emails in English or Emails in Spanish on the Contact Information card. A customer who says the text “looked odd” may simply have the other language set.
  • Who can fix what. Admin, Manager and Technician can edit a customer’s record; the Customer Messages tab needs the Admin role.
  • A message that was blocked never appears in the counts. The deliverability report counts what was handed to the carrier or the mail server. Silence there, with the bell notice above, points at verification or the allowance rather than at the customer.
  • Suppression is not yours to lift. If an address was suppressed by mistake, write to support@waxstak.com.

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