Troubleshooting: Reminders Not Sending

This article explains why automatic payment reminders may not be sending and how to resolve it.

For: Front office teams and Prommt account administrators.

Reminders are automated follow-up messages sent to customers who haven't yet paid. If they're not sending, it's typically because reminders aren't enabled, the timing hasn't been reached yet, the contact details on the request don't match the reminder channel, or there's a template issue.

Work through the steps below in order.

Go to Settings → Reminders and confirm Enable Reminders is toggled on. If it's off, no reminders will send on any payment request regardless of any other configuration.

Click Save Changes if you've just turned it on. Reminders will apply to all payment requests sent from that point forward — they won't apply retrospectively to requests that were sent while reminders were off.

Reminders send at the interval you've configured — not immediately. If Reminder 1 is set to send 3 days after the payment request, it won't appear until that time has passed.

Go to Settings → Reminders and check the timing set for each reminder:

If the interval hasn't elapsed yet, the reminder is queued and will send at the correct time — no action needed.

Each reminder is configured to send via either Email or SMS. If the reminder channel doesn't match the contact details on the payment request, it won't deliver.

Examples:

Go to Settings → Reminders and check the channel selected for each reminder. Then open the payment request in View Payments and confirm the relevant contact details are present.

If contact details are missing on a sent request, you'll need to cancel it and resend with the correct details — or contact the customer directly.

Go to Settings → Reminders and confirm a valid Message Template is selected for each active reminder. If a template has been deleted or is misconfigured, the reminder may fail to send even when everything else is correctly set up.

If unsure, set each reminder to Original Message — this resends the original payment request message and is always a valid fallback.

Reminders only send to customers who haven't yet paid. If the customer completed their payment after the request was sent, any pending reminders are automatically cancelled — this is expected behaviour, not a fault.

Check the payment status in View Payments. If it shows Paid, the reminders correctly stopped.

Reminders send automatically at the configured intervals to customers with unpaid requests. In View Payments, the delivery status on the payment request updates each time a reminder is sent — confirming it reached the customer.

Reminders are configured correctly but a specific customer didn't receive theirs. Check the delivery status on that specific payment request in View Payments. If the reminder shows as sent but not received, the issue is likely with the customer's email provider or mobile network — ask them to check their spam folder or confirm their contact details.

We only want reminders on some requests, not all. When Enable Reminders is on, reminders apply to all requests by default. However, you can turn reminders off on an individual request at the point of sending — expand the Reminders section in the send flow and toggle them off for that specific request.

A customer is complaining about receiving too many reminders. Review your reminder sequence in Settings → Reminders — consider reducing from three reminders to two, increasing the interval between them, or toggling off Reminder 2 or Reminder 3 independently. You can adjust this without disabling reminders entirely.

Reminders stopped sending after we updated our templates. Go to Settings → Reminders and confirm the selected templates are still valid. If a template was edited or deleted after being selected, it may no longer render correctly. Switch to Original Message as a fallback while you resolve the template issue.