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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 Account > 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 Account > Notifications and make sure the relevant categories — Your Bookings, Any Bookings, New Issues — are enabled. 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 record is correct and includes the right country code.

Check that SMS is enabled. Customer SMS is controlled per appointment type. Go to Setup > Appointment Types, select the type, open the Notifications tab, and confirm the SMS channel is toggled on for the notification in question.

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 customer 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 Confirmation is enabled.
  4. Check the appointment status. Confirmations are sent when the appointment gets booked with a time. If it's still Needs Scheduled, 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 Account > Notifications and turn off the Any Bookings category. Keep Your Bookings enabled to still get updates about your assigned appointments.
  • Turn off "New Issues" if you don't need an email every time an issue lands in the Inbox. This is especially helpful for users who aren't responsible for triage.

Notifications going to the wrong users

If the wrong people are receiving booking notifications:

  • Check individual preferences. The user receiving unwanted notifications may have Any Bookings enabled — that category covers every appointment in the organization. Ask them to review their preferences in Account > Notifications.
  • Check appointment assignment. Your Bookings notifications go to the assigned users. If the wrong person is assigned to the appointment, the notification follows the assignment.
  • Remember that issue alerts are shared. New Issues emails go to everyone who has opted in — the Inbox is a shared queue, so issue alerts aren't scoped to a single person.

Reminders not being sent

If customers aren't receiving day-before appointment reminders:

  • Check appointment type settings. The 24hr Reminder must be enabled on the appointment type's Notifications tab.
  • Check timing. Reminders go out the day before the appointment. If the appointment was booked for the same day, no reminder is sent — the booking confirmation covers it.
  • 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 (a customer or a user)
  • 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

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