Why are we not receiving email notifications?

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28 comments

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    Barb

    Our settings are active and we do receive the emails when the patient makes an appointment, but the doctor, and other designated email address does not receive the emails until 4 - 12 hours after the patient has made, or cancelled the appointment online.  What good is that?  We used to get those emails immediately.  What is going on?

    Thank you

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    Shawn Reiterman

    Barb – We are aware of some users not receiving notifications at all intermittently, but haven’t heard reports about delayed emails. I recommend checking the “sent time” vs the “received time” as it is possible the emails are being delayed by your email provider.

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    Dr.Godfried

    How can I set up the service to mail from our domain? I couldn't find a setting for using our mail server. -Mark(web-dude)

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    Mark

    We're having the same problem that emails aren't being sent. The cancellation works perfectly and goes through immediately, but confirmed, changed and completion emails don't go out to either the teacher or student. All notifications are set to active, the email addresses are valid and they're not getting spammed... all works fine with cancellation emails.

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    Shawn Reiterman

    Mark – Thanks for your comment. We will add a support ticket in your account for this issue immediately. 

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    Dalia

    Our settings are active and patient's are not receiving emails. It started last week with a few patients but now every patient this morning is telling me they didn't receive there reminder emails. What is going on?

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    Shawn Reiterman

    Dalia – I’m sorry to hear your patients did not receive their email reminders. There was an issue with one of our service environments on November 6th that was preventing reminder emails from being sent properly. The issue is now fixed and your patients should be receiving their reminder emails again. If you hear more complaints about this issue, please let us know immediately. 

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    Karen

    Hi,

    Has the email problem been fixed? My clients are not receiving the reminder emails!!.....

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    Shawn Reiterman

    Karen – Thanks for letting us know. I noticed you created a support ticket for this issue as well. After checking your account settings, I found that the email reminders are either being blocked by a spam filter, or simply not sent. Our support team will investigate this for you further and send you an update through the ticket system. 

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    Betty

    We were receiving all notification emails as of last night.  Today we are receiving none.  Is AP having issues? 

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    Shawn Reiterman

    Jacquelyn – Thanks for your comment and for adding a support ticket about the issue. It looks like some accounts are experiencing a delay in receiving email notifications, however, we expect the issue to be resolved within 24 hours. Please let us know if you continue to experience this issue.  

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    Elizabeth

    Hi there,

     

    The problem must be still happening because we are not receiving our email notifications as well. There have been a few come through but its not consistent nor and some days none like today.

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    Dr. Kano

    My patients and myself are not receiving email or text notifications as of 1/16 and today. Will this be fixed soon?

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    Stuart N. Robinson,Ph.D.

    My patients are not receiving email or text notification as of today 1/19/2015 or maybe even earlier. We just started receiving complaint emails from patients today.

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    Bonnie - General Msgs

    We are not receiving emails and our clients are not receiving them either. This started just over a week ago and are losing alot of business. Please fix ASAP.

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    Betty

    Do we have a resolution?  It appears that this is only happening with the new system.  I have another Appointment Plus account and it is working properly, but that one is still using the old system as it does not look the same.  Please advise. 

     

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    Shawn Reiterman

    Hi Everyone, sorry for the delayed response. We have been working hard to fix the recent issues with email notifications and I’m happy to let you know we found a resolution today. As always, please let us know if you have any questions or continue to experience issues. We have added an official statement HERE and will post additional details about the improvements we’re making as they become available. 

  • Our office has not been receiving email notifications for appointments made by us in the office, as well as appointments made by customers themselves. Can you help me figure out what is going on?

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    Shawn Reiterman

    Hi Stephanie,

    Thanks for adding a support ticket about this issue. Our support team will help you troubleshoot and find a solution to make sure your email notifications are delivered.

    -Shawn

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    Mikko Mattila - Valimo 21

    Our staff are not getting any email notifications for reservations, this has been now issue for past 6 months. We've checked all the things mentioned here in the guidance but no change. Customers are receiving the confirmation emails but location staff don't receive.

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    Shawn Reiterman

    Hi Mikko,

    Thanks for your comment! I'll add a support ticket to your account so we can help you get this issue resolved. 

    -Shawn

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    Joanna

    We are having the same issue as Mikko. The staff is not getting any notifications for reservations or cancellations. I have checked all the things mentioned above and everything is ok.  This started on or about Dec 3.

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    Shawn Reiterman

    Hi Joanna,

    I'm sorry to hear your staff email notifications aren't working properly. This sounds like a more advanced problem that our support team will need to assist you with. Thanks for adding a support ticket through your account.

    -Shawn

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    Gary - Admin

    Notifications not working. Tried all the recommended fixes. Submitted ticket. Severely affecting our clients. Please resolve.

     

    -Gary

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    Shawn Reiterman

    Hi Gary,

    Thanks for adding a support ticket about the issue with email notifications. We are working hard to fix the issue and will contact you through the ticket system when we have more details. 

    -Shawn

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    Shawn Reiterman

    Hi Sally,

    I'm sorry to hear about the issues you're having with email notifications. I'll add a support ticket through your account to make sure we resolve the issues right away.

    Thanks,

    -Shawn

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    Steven

    We are also having then same issue, seems like it has been not working for weeks. Need a solution ASAP. Have placed a support ticket today but need something figured out as quickly as possible please.

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    Carrie M. Wrigley, LCSW

    I likewise am not receiving email notifications for provider.  I talked to someone in support last Saturday; they told me that email was blocked (because of a change in hosting service early last week.)  However, the block was removed, and Saturday afternoon all seemed to be working fine.  Now, once again, no emails.   Sigh.....  Need this resolved.   

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