Collection: SMS Reminder for Shopify → Troubleshooting
SMS reminders are a paid-plan feature. Once they're on, the phone number is the usual reason a reminder won't send. Here's how to enter numbers so they work, and where SMS Reminder can send.
How to enter a phone number
Add the customer's mobile number to the appointment (landlines can't receive SMS).
Include the country code. The best format is full international — for example
+1 415 555 0100(US) or+44 7700 900123(UK).SMS Reminder auto-detects the country code and accepts common number formats, but adding the
+and country code avoids any guesswork.Using the
#phone-number#format inside a calendar event? The same rules apply — put the full number between the#symbols.
Supported countries
SMS Reminder delivers reminders to most countries worldwide. A number of countries aren't supported, due to regional messaging regulations, and the list changes over time — so check the current, authoritative list here:
If a customer's country is on that list, their reminder can't be delivered. Some countries that are currently unsupported include Russia, Turkey, Israel, Saudi Arabia, the UAE, Nigeria, the Philippines, Singapore, Malaysia, Indonesia, Vietnam, and New Zealand — but always check the live page for the full, up-to-date list.
Two-way replies (smart replies) are understood in six languages — English, French, Spanish, Italian, Portuguese, and German — which is separate from where reminders can be sent.
If a number still won't send
Double-check it's a mobile number with the correct country code.
Remove spaces, dashes, or brackets if a number is rejected, and re-enter in
+countrycode numberformat.Confirm the reminder was actually activated on the appointment.
Still stuck? See "Why didn't I receive my reminder" or contact us below.
Need help with a specific number? Contact us at [email protected].