Troubleshooting Notifications

If notifications aren't arriving where you expect them, this guide covers the most common issues and how to fix them.

Not receiving emails

Check your spam or junk folder. Notification emails come from Driive's sending domain, which some email providers may filter — especially for first-time recipients. If you find Driive emails in spam, mark them as "Not spam" to improve future delivery.

Verify your email address. Go to Profile and confirm the email address on your account is correct and current. A typo in your email means notifications are going to the wrong inbox.

Check your notification preferences. Go to Profile > Notifications and make sure the relevant categories are enabled and the Email channel is turned on. See Managing Your Preferences for a walkthrough.

Check appointment type notification settings. If you're an admin troubleshooting customer notifications, go to Setup > Appointment Types, select the type in question, and open the Notifications tab. Make sure the specific notification (confirmation, reminder, etc.) is enabled.

SMS not arriving

Verify the phone number. Make sure the phone number on the customer's contact record (or your team member profile) is correct and includes the right country code.

Check that SMS is enabled. SMS notifications must be enabled for the relevant notification category. Go to Profile > Notifications and confirm the SMS channel is toggled on.

Carrier filtering. Some mobile carriers aggressively filter automated text messages. If SMS messages are being blocked by the carrier, the recipient may need to contact their provider to allow messages from short codes or business numbers.

SMS availability. Not all notification types support SMS. Refer to Customer Notifications and Team Notifications to see which notifications have SMS as an available channel.

Customer not receiving booking confirmation

If a customer reports they didn't get their confirmation email:

1. Check the customer's email address on the appointment or contact record. A misspelled email is the most common cause.

2. Ask them to check spam/junk. First-time emails from a new sender often get filtered.

3. Verify appointment type settings. Go to Setup > Appointment Types, select the type, and open the Notifications tab. Make sure "Booking Confirmed" is enabled.

4. Check the appointment status. Confirmations are only sent when the appointment reaches a confirmed state. If it's still in "Requested" status, the confirmation hasn't been triggered yet.

Too many notifications

If you're getting more notifications than you need:

• Disable "Any bookings." If you're receiving alerts for every appointment across the organization but only need your own, go to Profile > Notifications and turn off the "Any bookings" category. Keep "Your bookings" enabled to still get updates about your assigned appointments.

• Turn off "New requests" if you don't need to see incoming booking requests in real time. This is especially helpful for team members who aren't responsible for accepting or claiming requests.

• Disable a channel. If you're getting both email and SMS for the same events, consider turning off one channel to reduce the volume.

Notifications going to the wrong team members

If the wrong people are receiving booking notifications:

• Check team eligibility on the appointment type. Go to Setup > Appointment Types, select the type, and review the Team or Members settings. Only eligible team members receive new request alerts for that appointment type.

• Check individual preferences. The team member receiving unwanted notifications may have "Any bookings" enabled. Ask them to review their preferences in Profile > Notifications.

• Check appointment assignment. "Your bookings" notifications go to the assigned team member. If the wrong person is assigned to the appointment, the notification follows the assignment.

Reminders not being sent

If customers aren't receiving 24-hour appointment reminders:

• Check appointment type settings. Reminders must be enabled on the appointment type's Notifications tab.

• Check timing. Reminders are sent 24 hours before the appointment. If the appointment was booked less than 24 hours in advance, no reminder is sent.

• Check customer contact info. The customer must have a valid email address (and/or phone number for SMS) on file.

For more details, see Appointment Reminders.

Still having issues?

If you've checked everything above and notifications still aren't working as expected, contact our support team with the following details:

• Which notification type is affected (e.g., booking confirmation, reminder)

• Who should have received it (customer or team member)

• The appointment date and time

• The email address or phone number that should have received the notification

This helps our team investigate the delivery status quickly.

Next steps

• Managing Your Preferences — Adjust your notification settings to get the right alerts.

• Notifications Overview — Understand how the full notification system works.