Article Summary
Verify sent notifications and fix common problems with emails for clients.
This guide explains how to troubleshoot the email notifications Acuity sends to your clients.
For information on troubleshooting the email messages Acuity sends to you and your staff, review Troubleshooting internal notification emails.
If the steps below don't solve your problem, please contact us.
Verify clients have received email notifications
To review the notifications sent for each appointment, use the changelog.
Unsubscribed addresses
Clients can unsubscribe from Acuity appointment reminders and follow-up emails by clicking Unsubscribe at the bottom of those emails. If clients unsubscribe from follow-ups and appointment reminders:
- They'll still receive transaction notifications, such as appointment confirmations, rescheduling notifications, and subscription payment confirmations.
- They can resubscribe by opening one of those emails and click Unsubscribe again, Acuity will prompt them to resubscribe.
- It's not possible to resubscribe them to appointment reminders and follow-up emails yourself
Spam reports
Spam reports - If a client marks your message as spam, Acuity won't send them any more appointment reminders or follow-up emails. If the client did this accidentally, contact Customer Support so we can remove their email address from the blocked list.
Disabled notifications
Check that you haven't disabled notifications for the appointment type in question.
Customers on trial accounts can’t send emails to clients
Although you can use many of Acuity's features during your trial, you can’t send emails to clients. If you try to send an email to a client, we’ll reroute it to the account owner’s email address, with a limit of 10 per day.
Skip sending notifications
When you or your staff schedule or reschedule an appointment, you can choose the option Schedule, but don't send confirmation notifications so that the client doesn't receive the automated email. When someone opts not to send the notification, it's recorded in the appointment changelog. Other notifications, such as reminders or follow-up emails, will still be sent.
Similarly, when canceling an appointment, you can uncheck the box marked Send email to client.
Special characters in your business name
Your automated mails use the business name as the sender name. If you included special characters, such as emojis, colons, or umlauts, in your business name, your client emails may be rejected by email programs that reject special characters in the sender name.
Outdated templates
If you've updated your automated emails, and clients are still receiving emails based on old templates, look for a template that wasn't updated. If you send multiple reminder or follow-up emails or have multiple templates for any automated email, verify that all the templates have been updated.
The emails are sent from scheduling@acuityscheduling.com or scheduling@acuityscheduling-mail.com, and the sender name will match your account's business name.
Ask clients to add Acuity to their safe sender list
If your client expected an email notification, but didn’t receive it, try these steps
- Start by asking them to check their spam or junk mail folder for the missing email. If emails are getting caught in a spam filter, ask the client to add scheduling@acuityscheduling.com and scheduling@acuityscheduling-mail.com to the safe senders list.
- If a spam filter isn’t catching the missing Acuity notifications, ask the ISP or hosting provider that’s receiving the emails to add Acuity’s email addresses and IP addresses to a trusted sender list. The hosting provider can add the email addresses above, or our mailserver IP addresses:
- 50.31.36.207
- 149.72.52.197
- 149.72.90.69
- 149.72.227.216
- 149.72.242.200
- 159.183.183.64
- 168.245.9.87
- 168.245.51.104
- 198.21.4.208
- 198.37.159.6