Start with the communication log
Before assuming something's broken, open the patient's communication history and check the status of the message in question: Pending, Sent, Delivered, or Failed. This tells you where to look next.
Check the basics first
- Confirm the email address or phone number on the patient's details is correct and current.
- Check the patient hasn't turned off that specific message type in their communication preferences.
- Confirm the relevant appointment type actually has that message switched on.
- For SMS, check your clinic's SMS balance isn't at zero.
If the status is Failed
A failed delivery usually means the address or number itself is the problem — disconnected, mistyped, or no longer valid. Correct the detail on the patient's record and resend rather than assuming the content was at fault.
If the status is Sent but the patient still says nothing arrived
Ask the patient to check spam or junk folders for email, and to confirm they haven't blocked messages from your clinic's number for SMS. A status of Sent or Delivered means it left ClinyPal successfully — from there it's usually a filtering issue on the patient's side.
Still stuck?
If the status looks fine but the patient genuinely never received anything, reach out through support chat with the patient's communication log entry so it can be checked further.