Orchid

Please be advised that we are aware that our Online Booking service may be experiencing issues. This is under investigation and will be resolved shortly

Happy Holidays! Please be advised that our offices will be closed December 24th, 25th, 31st, and January 1st to allow out employees to spend time with their families this holiday season.
Thank you for your understanding.

>System Maintenance is scheduled Sunday night, April 22nd, between 10:00 PM and 5:00 AM EST Monday, April 23rd. While these database upgrades and maintenance is necessary, it will mean that our online services will not be available during this maintenance window. These services include: online booking, messaging, remote access, memberships or any account management. We apologize for any inconvenience this work may cause and thank you for your service and patience.

We recently experienced a service outage related to some Amazon Web Services, which affected key functionality of our Remote Access Service. This interruption happened on Thursday, June 22nd, between the hours of 9:00pm and 2:00am EST. The Remote Access Service is now fully restored. If you continue to experience issues with your Remote Access Service, please follow the directions on this Support Article to restart the Remote Access Service and try reconnecting again. You can also restart your computer to restart your service. If you are still experiencing issues afterwards please contact our support team at 1 (800) 604-2040.

All of our services have been restored after a brief interruption that impacted our Cloud online services. This interruption occurred between 9:45 a.m. and 10:55 a.m. EST on September 18th. We apologize for the inconvenience and thank you for your patience!

Version 11 SMTP Overview

After updating to Version 11 of our software, the option to continue using SMTP reminders is still in place. The reminder system has, however, been expanded in the recent upgrade to include notifications for both employees and clients with a wider range of message types beyond appointment reminders.
 
The settings for the SMTP setup process have been adjusted slightly from Version 10 of the software.  You may adjust your E-mail settings and notifications by following the steps below.

Configuring the Software to Send SMTP Notifications
  1. Grab the E-mail & Marketing pull down menu and select E-mail Settings.
  2. Choose the Manage Appointment Notifications button.
  3. To set which notifications you will be sending, select the appropriate checkboxes. 
    • The software will have all notifications enabled for Clients and Employees by default. Any of these can be changed for both email and text messages.  
    • The software comes with built-in, default templates for all notifications. If you had customized templates in your old version, those have been preserved and rolled into the new version. These have all been configured for each specific notification type. 
    • You may also create your own templates or edit any of our pre-existing templates for each notification type.
    • The plus button will add a new template for that section, the pencil button allows editing of the selected template, and the magnifying glass will show a preview.
    • Keep in mind most text messages should be kept under 160 characters or more than one text message may send out for that message.​
  4. Now to configure your E-mail address, click the SMTP Settings button.
  5. This will display your SMTP settings including username and password. 
  6. Make sure your business information is entered correctly.  This is used when sending notifications to clients.
  7. Next, you will need to enter your SMTP information. This information is best obtained from your E-mail provider if you do not know it. Most providers both free and hosted provide this information on their websites.
  8. Once the E-mail address’ settings have been correctly determined, press Send Test E-mail to make sure messages will be properly sent. You can send the test to any E-mail address, but we recommend using your own.
  9. If the email is successful, click OK to save these settings.
Troubleshooting Your SMTP Settings
Most problems users encounter when sending reminders with SMTP are related to the SMTP settings for the e-mail address or the log in credentials they're using. This section will help troubleshoot some of these problems. After completing either of these steps below, you should try to send a test e-mail. 
  1. Delete the password in the Account section and retype it. Send a test e-mail.
  2. Try other commonly used ​Port numbers. These include 8046558​72525, and 8080. You should also add or remove a mark in the Enable SSL box each time you test a new port. Send a test e-mail each time you try a new combination.
If either of these solutions result in a successfully sent test e-mail, your reminders should now send successfully. Use the Send E-mails Now button if you would like to send reminders immediately. Otherwise, the software will send reminders based on the general settings and time restrictions you have configured automatically.

If neither of these solutions result in a successfully sent test e-mail, we recommend contacting the e-mail provider directly to find the source of the problem.​ 

Properly Formatting Text Numbers
Most cellular phone carriers allow users to send E-Mails to phone numbers that are converted into an SMS text message.  This requires two essential pieces of information in addition to a client’s mobile phone number. You will need to know their cellular provider and that provider’s E-mail gateway.  Once you have this information, enter the full SMS gateway address into the Text Number field as follows: <phonenumber>@<carriergateway.com>

It is possible that the SMS gateway for certain providers are not published or not used in the country from which carrier originates.  In this instance, you may need to contact the specific carrier to find out if they do indeed have an SMS gateway address.  You may also search online for the provider’s SMS gateway information.  Here are a few of the most popular US cellular carriers.

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