Troubleshooting & FAQ

• Make sure the calendar that contains the event is the one you registered with Attendara (check under Settings → Calendars).
• Check that the provider connection is healthy — go to Settings → Manage providers and confirm no red Error chip is shown. If there is an error, click the reconnect icon next to the affected provider and follow the authorisation flow.
• Try a manual sync: Settings → Calendars → click the refresh icon next to the calendar.
• Ensure the event is not marked as Private — Attendara skips private events.

Your OAuth connection has expired or been revoked. Go to Settings → Manage providers, find the affected provider — it will show a red Error chip — and click the reconnect icon. Follow the authorisation flow to restore the connection.

Check that Visual indicators are enabled in Settings → Preferences → Status Indicators. Also verify that the confirmed colour is set. If using Outlook, ensure the category name matches an existing Outlook category in your account.

• Open the customer's profile under Customers and confirm they have a valid email address or phone number.
• Expand the relevant appointment row in the customer profile and check the Communication history — was the notification sent? If it shows a failure status, review the error details recorded there.
• Ask the customer to check their spam or junk folder if the notification was sent by email.
• Verify the notification rule is Active (not toggled off).
• If sending SMS, check your credit balance under Add-ons.

Check that your timezone is set correctly in Settings → Preferences. Notification times are always calculated in your configured timezone. If you recently changed the timezone, the change only affects newly scheduled notifications.

{{CLIENTNAME}} is the customer's name, not your company name. If it appears blank, the customer record linked to that appointment has no name on file. Open the customer's profile under Customers, edit their details, and add their name. For your company name, use {{BUSINESSNAME}}, which is set in Settings → Preferences → Company Profile.

This can happen if a customer has slightly different contact details across events (e.g. different email addresses or a phone number with and without the country code). To resolve: open one of the duplicate customer records, edit their details to be consistent, and link any orphaned appointments to the correct customer via the appointment's Fix error flow.

Open their customer profile and disable Allow communications. Alternatively, customers can opt themselves out via the link in any notification they receive.

Go to Add-ons and click Cancel subscription under Branding. Your subscription stays active until the end of the current billing period. See Billing & Add-ons.

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