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Issue [Resolved]: Extra Reminders & Early Reminders

Sunday 5th May 2019 - 4:00pm

This issue has been resolved, although we are continuing to monitor closely.

Here is some more information about what happened:

What happened?

Power Diary generates a queue of messages to send.  These messages are then processed and sent (via email or SMS), and normally following this each message is updated in the database to indicate it has been processed. We found that a function in the system was not working correctly and this meant in some cases messages were not updated once they had being sent.  As such they remained in the 'messages to send' queue and these were then able to be re-sent resulting in some people receiving more than one reminder message.  

Normally, automated appointment reminders are generated at 9:05am or 4:05pm in your local timezone and sent within a few minutes after this. The problem we experienced meant that when the system detected messages that appeared to have not been sent it would immediately reattempt to send them.  For some people this meant that messages were sent out at unusual times, including early morning.

What would I have noticed? 

  • Clients reporting they received multiple reminders
  • Clients reporting they received a message at an unusual time
  • Clients reporting they received reminder messages for a past appointment, or appointments that had recently been cancelled
  • You or your team receiving multiple notifications of activities in your account i.e. emails notifying you of new appointment bookings

Will I be invoiced for multiple messages?

No - you have not been charged for any of the extra messages sent.

Is there anything I need to do? 

No.  There is nothing you need to do. The issue was not related to your settings.

We're really sorry for the inconvenience this issue may have caused you and your clients.  If you have questions please contact us on support@powerdiary.com

- Damien

Sunday 5th May 2019 - 1:00pm

The issue should now be resolved. More information to come.

- Damien

Sunday 5th May 2019 - 11:45am

We are aware of an issue that caused multiple automatic SMS and Email appointment reminders to be sent this weekend.  In some cases reminders were sent earlier than usual.  We can see the issue and we are working to resolve it as quickly as possible. Apologies for the inconvenience. 

I'll post an update here once resolved which we expect to be in the next few hours.

- Damien