# 6.5 Tips & troubleshooting

- **"Messages don't go out":** check the **channel** (Email/SMS) is on, the customer has that channel's
  contact, and there's still **allowance or credits** (6.3). Each appointment's notification history
  (3.3) shows the status: Sent / Failed / **Skipped** (with the reason).
- **SMS "Skipped":** no balance, or the SMS reminder was skipped because the appointment was already
  confirmed by send time.
- **Email goes to spam:** ask customers to add the sender to contacts; the content is sent in a branded
  HTML template.
- **No keys configured (test environment):** sends are only logged as "Failed" without sending — normal
  without the Email/SMS keys.

> 💡 **Scenario:** you want to cut no-shows. Turn on the **Reminder** by email 24 h before and,
> optionally, by **SMS** 3 h before; include the `/c/{token}` link so the customer confirms with one
> tap.

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**Next:** [Customer payments](07-payments.md).