Fix missing or duplicate internal email notifications

Solve common issues with notification emails sent to you and your staff.

Review your notification settings to troubleshoot missing, duplicate, or unexpected emails meant for you or your staff.

Also available: Fix client email notification errors.

I received duplicate emails for the same appointment

If you’re the account owner and you get two email notifications every time a client books, reschedules, or cancels, you probably have both account-wide booking alerts and calendar-specific notifications turned on.

You should keep booking alerts and turn off calendar notifications if you:

• Are a solo provider with multiple calendars.
• Need updates on package, subscription, and gift certificate sales.

You should keep calendar notifications and turn off booking alerts if you:

• Want to receive a copy of your client’s email reminders.
• Want to receive notifications for only specific calendars.

I turned on Acuity-wide booking alerts or admin alerts, but I’m not receiving them

Contributors with administrator-level access can turn booking alerts on and off, but the emails only go to the email address the account owner logs in with.  To fix this:

• If you’re the account owner, update the email address you use to log in. There are different instructions if you log in with an Acuity account or a Squarespace account.
• If you’re not the account owner, set up calendar notifications instead.

I don’t get notified when clients purchase packages, gift certificates, and subscriptions

Only account owners can receive these notifications if booking alerts are turned on.

If you already have calendar notifications enabled, turn them off before enabling booking alerts to avoid duplicate emails.

I didn’t receive a notification about an appointment 

If you expected an appointment email notification but didn’t receive it, check the appointment changelog for any notifications sent, dropped, or bounced:

1. Open the Calendar panel.
2. Click the appointment to open appointment details.
3. Click View all changes & notifications sent.

The changelog shows Admin chose not to send emails

If you find the entry Admin chose not to send emails, you or your staff opted not to send emails when booking, rescheduling, or canceling an appointment. 

The changelog doesn't list any notifications

You and your staff only receive internal notifications if there’s an active template set up for your client notifications. They won’t be sent if you or your staff choose not to send emails when booking, rescheduling, or canceling an appointment.

The changelog shows the email was "delivered", but I didn’t receive it

Check your spam folder for the missing email. If your spam filter is catching Acuity emails, add no-reply@acuityscheduling.com to your safe senders list.

If your spam filter isn’t catching them, contact your internet service provider or hosting provider. Ask them to add Acuity’s email addresses and IP addresses to a trusted sender list. Our IP addresses are:

• 149.72.52.197
• 149.72.90.69
• 149.72.227.216
• 149.72.242.200
• 168.245.51.104
• 198.37.159.6

The changelog shows Email dropped

If you find the entry Email dropped, the email address may be unsubscribed from Acuity emails. You can unsubscribe from appointment reminders and agenda summary emails by clicking Unsubscribe at the bottom of those emails, but you'll still receive transaction notifications like appointment booking confirmations, reschedule confirmations, and subscription receipts. 

To resubscribe, open one of those emails and click Unsubscribe again. 

My notifications appear to come from one client 

If every Acuity appointment notifications appear to come from one client, you may have saved our email address in your contacts under that client's name.

Search your contacts for no-reply@acuityscheduling.com, and ensure it's only associated with "Acuity Scheduling." Remove it from any client's contact.