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Troubleshooting

Reminders aren't going out​

Check each of these:

  1. Your business profile is complete, including the full mailing address.
  2. Cal.com is connected and a booking link is chosen.
  3. Your subscription is active. A canceled subscription stops reminders.
  4. The customer has consent and contact details for at least one channel.
  5. The customer isn't Booked or Do not contact.
  6. The customer's due date lines up with a reminder stage today. Reminders only fire on those exact days.

A reminder failed or bounced​

Open Nurture or the Problems filter on Activity to see the reason.

  • Failed: fix the cause, then click Retry.
  • Bounced: correct the customer's email address. A permanent bounce turns off their email consent, so turn it back on if they still want reminders.

A customer is still Booked after their visit​

Recurr moves Booked customers back to Active 14 days after the appointment. Update their last service date after the visit, so the next cycle counts from it.

I'm stuck on the setup page​

Recurr sends owners to setup whenever something required is missing. This happens if Cal.com was disconnected, every service was turned off, or the business profile is incomplete. Finish the missing step and the dashboard opens again.

Staff can't complete setup. Ask an owner.

A CSV import was rejected​

The result lists each skipped row with its reason. The most common causes are:

  • A date not in YYYY-MM-DD format.
  • A service name that doesn't exactly match an active service.
  • A phone or email already used by another customer.
  • More new customers than your plan has room for.

See Importing Customers from CSV.

The AI draft has placeholders​

Your knowledge base doesn't answer what the customer asked. Fill in each placeholder before sending, then save the answer to the knowledge base so future drafts know it. See AI-Drafted Replies.

A teammate is locked out​

An owner can set a new password for them from the Team card in Settings. See Team.

Texting still isn't active​

Carrier review usually takes 1 to 3 weeks. If the request was turned down, the Texting card shows why. See Texting and A2P 10DLC.