If a customer didn’t receive a booking reminder, it usually means one setting blocked it.
MioCommerce reminders depend on a few simple checks working together.
Follow the steps below — in order — to quickly find the reason.
Step 1. Check if reminders are enabled at the company level
First, make sure reminders are allowed in your main settings.
Go to:
Settings → Notifications - Customers
Confirm that:
Booking Reminder → Email = Yes (or SMS = Yes)
At least one reminder time is configured (for example, 24 hours or 120 minutes before)
👉 If reminders are turned off here, no reminders can be sent at all.
Step 2. How was the booking created?
This is the most common reason reminders don’t go out.
A. Booking created by your team (call-in / internal)
Reminder timing comes from company settings
You must also allow reminders during booking creation
While creating the booking, check:
Booking reminder settings for this customer
Email / SMS must be set to Yes
If Email or SMS was set to No, reminders for that booking are skipped.
B. Booking created online (through a Booking Page)
For online bookings, reminders are controlled by the Booking Page, not just company settings.
Go to:
Advanced Booking Pages → Select the Booking Page → Settings → Notifications
Check the reminder option:
No Booking Reminders → reminders are fully blocked
Override Company Reminder Settings → uses custom rules set on the page
Use Company Reminder Settings → uses your default reminder timing
👉 If the page is set to No Booking Reminders, customers will not receive reminders — even if company reminders are ON.
Step 3. Did the customer opt out of reminders?
When Online bookings, booking page can allow customers to opt out of reminders.
If the customer opted out:
They won’t receive reminders for that booking
To re-enable reminders for future bookings:
Go to: Customers → Select Customer → Notifications
Set Email and/or SMS to Yes
Click Save
Reminders will be sent for future eligible bookings, not past ones.
Step 4. Does the customer have valid contact details?
This sounds obvious, but it’s very common.
Check that the customer has:
A valid email address (for email reminders)
A valid phone number (for SMS reminders)
If the contact info is missing or invalid, reminders can’t be delivered.
Step 5. Is the booking still in the future?
Reminders are only sent if:
The booking start time is still in the future
The reminder time hasn’t already passed
Example:
If a reminder is set for 24 hours before, but the booking was created 12 hours before, no reminder will be sent.
How to confirm if a reminder was queued
You can verify whether a reminder was scheduled.
Go to: Customers → Select Customer → Notifications
If reminders are working, you’ll see:
Reminder entries queued for upcoming bookings
If nothing is queued, one of the steps above blocked it.
Quick checklist (most common causes)
If a reminder didn’t go out, it’s usually because:
⛔ Booking Page set to No Booking Reminders
⛔ Reminder turned off during manual booking creation
⛔ Customer opted out
⛔ Email/SMS disabled in company settings
⛔ No reminder timing configured
⛔ Invalid email or phone number
Still unsure?
A good rule of thumb:
Internal booking? → Check company settings + booking creation screen
Online booking? → Check the Booking Page’s notification settings
Specific customer? → Check that specific customer Notifications tab
If all three allow reminders, the reminder will be sent.