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Wrong text reminder times

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Heather Kapson

Someone posted this yesterday:

"Several clients received confirmation texts with the wrong time, despite their appointment times being correct in the calendar. They are for today at 2PM EST and the text reminders said 11AM. Is there a glitch in the system?"

Simple Practice response indicated that it was resolved but today (6/26) I have had clients showing 3 hours early for their appointments due to these faulty reminders despite the times being correct in my Simple Practice calendar. This does not appear to be resolved- could this please be looking into and fixed again. Thanks!

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14 comments

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  • Official comment
    Lindsay R.

    Hi Shannon,

    Thanks for letting me know. I am going to create a support request for you and gather more information.

    Thanks so much!

    Lindsay

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  • Yolanda Winfield

    Thank you for posting this we had the same thing happen. I was wondering if somehow we had done something in error. We had patient's showing up at the wrong time. 

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  • Lindsay R.

    Hi Heather​,

    We briefly experienced an issue with our appointment reminders feature. We have resolved this and your data is safe. We understand that some clients may have received appointment reminders citing the wrong appointment time. 

    We do apologize for any disruption this may have caused you. We constantly test our product, but sometimes our customers experience issues that we need to address. In those rare cases, we escalate the reported issues immediately to our engineering team so that they can quickly apply the necessary fixes. This is what happened on 6/24/19 with our appointment reminders feature.

    We’re continuing to make every effort to avoid disruptions like this because we understand the importance of your work.

    Please let us know if we can help with anything else.

    Kind regards,

     

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  • Shannon Crimmins

    We are still having issues with the wrong time zone at our office.  As of July 1st.  Is this being addressed still?

    Thank you!

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  • Audrey LeMasters

    It seems sporadic (or most clients don't check their reminders). My first appointment this morning did not receive her reminder and called to confirm her appointment. No one else reported an issue today. 

     

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  • Lindsay R.

    Hi Audrey, 

    I will open a support request for you also, so we can look into this further.  

    Please let us know if there is anything else we can help you with.

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  • Julie A. Rosen

    I think that it would be helpful if the name/time/date is on the pop up window so that time info can be confirmed before the text reminder is sent after scheduling the follow up appt.

    I find that I THINK I'm creating the appt for 9am for example, but bc of a slight misplacement of my mouse cursor,  it loads as 9:15am and I am not aware of it until the text reminder is sent and the appt shows at 9:15 on my calendar. As a result, my clients are getting incorrect and corrected texts. 

    Thanks for considering this enhancement.

    Julie

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  • Lindsay R.

    Thanks for the enhancement suggestion Julie. 

    I would encourage you to add it to our Ideas and Suggestions board.

    Posting on our Ideas and Suggestions board means that members of our Product Team, as well as all members of our Community, have transparent access to review and vote on your suggestion. This board is one of our most important resources for understanding which features will have the most value for our community.

    If you're curious, here's more information about how a customer idea can become a SimplePractice feature: Customer feedback: How a customer idea can become a feature in SimplePractice.

    Additionally, if you'd like to keep track of our current plans and priorities, you can see them on our regularly updated SimplePractice Product Roadmap.

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  • Lori Pelosi

    we are having issues with the time zone and the office location been going on for mos  very disappointed  does not seem to ever get resolved and it is ruining my practice and costing me money

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  • Lindsay R.

    Hi Lori,

    I am sorry to hear that you are having frustrations with reminders.  The June issue has been fully resolved so this might be an issue with your account.  I will open a support request on your behalf to further look into this. 

    Best,

    Lindsay 

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  • Charles S. Oak

    This occurred yesterday, at 8:25 am reminder to my client who is scheduled for 11 am EST tomorrow. Monday, 7/15/19.   

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  • Lindsay R.

    Good Morning Charles,

    I am opening a support request for you, and will be in touch to gather more information.

    Have a great day!

    Best,

    Lindsay 

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  • Susan Silver

    I received an email from a client with a similar concern. Her reminder says our appointment is at 12pm when it is scheduled for 1pm. We are both checking to see if our calendars are set to MST. Is this a system error? 

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  • Lindsay R.

    Hi Susan,

    Thanks for the letting us know.  I will create a support request for you.  I will be in touch to gather more information regarding this email incident.

    If you have any further questions about your appointment reminder tines, or anything else SimplePractice, please reach out to the Success team through the red Help bubble.  We are here to help.

    Best,

    Lindsay

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