Why didn't a client receive an Appointment Reminder?

Frederick uses appointment and contact data to communicate effectively with your clients. Appointment data is tied to a single contact and errors can occur when they are 2 or more of the same email address or phone number within your booking management system. When Frederick comes across duplicates, only the first record will be imported and the 2nd ignored.


Here's an example:

A contact is listed twice in Booker

Record 1: 

Name: John Smith
Phone: 415-555-5555

Record 2: 

Name: John Smith
Phone: 415-555-5555

Record 1 is the one that is imported in Frederick. If appointment data in Booker is tied to Record 2, then no appointment data will be imported into Frederick. This could cause a missed appointment reminder or a time-based campaign like Rescue Lost Customer to go out prematurely. 


Troubleshooting Steps

  • First check the Frederick’s reports to see if they received an email or SMS reminder by click on Reports > Email History or Text Message History. Use the Search Box and filters to locate the email or text




  • Check for duplicates. Search both the Frederick and management system database by phone number and email address to see if they're listed more than once.



  • If duplicate is found in Frederick, unsubscribe one record from text and email. 


  • If duplicate is found in management system, merge the records or remove one of them. 


Didn't find the answer you were looking for? Feel free to reach out to and we'll be happy to check on a missing appointment reminder! 

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