Why your client isn't getting texts
Read this one. STOP works differently than you'd expect, and neither of us can undo it.
If a client says they aren't getting reminders and their number is right on their card, this is almost always the reason.
Every salon on Inchair texts from the same number. A client who replied STOP to any of them stops texts from all of them — including yours.
Why it works that way
Opting out is a property of their phone number and the number we send from, not of their relationship with your salon. It's enforced by the mobile networks, above us. If they replied STOP to a nail salon in another state last year, your reminders don't reach them either.
Not you, and not us. There's no switch in your settings and no support ticket that lifts it. Turning their text reminders on in Inchair changes nothing while the carrier-level opt-out stands.
What to do about it
- Check their mobile number on their card first — a wrong number looks identical from where you're standing.
- The client replies START to the number, or opts in again themselves. It has to come from their phone; you can't do it for them.
- Until they do, fall back on email reminders and make a note on their card so it isn't rediscovered every visit.
The other reasons
If STOP isn't it, work down this list:
- They never opted in. Texting is off until a client turns it on themselves — including every client you imported from another system.
- No mobile number on file, or a landline.
- You have no text reminder set. You can set several email reminder times but only one of them also texts — check it's switched on.
- The appointment is too soon. A reminder with a lead time longer than the notice on the booking has already passed.
What the client sees
Replying HELP gets the client assistance, and they can always reach us at hello@inchair.app. Message frequency depends on how often they book — typically one reminder per appointment — and their carrier's message and data rates apply.