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If you set a reminder on a lead and the email or SMS never arrived, that's almost always one of four things: wrong contact info on file, an email landing in spam, missing SMS consent, or a timezone mismatch. Run through this article in order and you'll find the cause in under 5 minutes.
Quick Check First #
Open My Profile
Go to Profile and confirm both Reminder Email and Reminder Phone are populated.
Check the dashboard widget
If the reminder appears in your Upcoming Reminders dashboard widget, the system knows about it — the issue is delivery, not creation.
Email Reminders Not Arriving #
Check #1: Spam folder
Reminder emails come from noreply@dotleadscout.com. Some Gmail and Outlook accounts auto-route low-volume senders to Spam or Promotions. Search your spam folder for "DOT Lead Scout" before assuming the email never sent.
Check #2: Reminder email is correct
Open Profile and verify the Reminder Email field is exactly the address you're checking. A typo here is the #1 cause of "not getting emails" reports.
Check #3: Email isn't blocked at your domain
If you're using a corporate email (e.g.
name@clinicgroup.com), your IT department's spam filter might block automated emails entirely. Add noreply@dotleadscout.com and info@dotleadscout.com to your safe-sender list, or have IT do it. Check #4: Mailbox isn't full
Sounds basic, but full mailboxes silently bounce incoming mail. If you have a Gmail account near its 15GB limit or a work mailbox at quota, fix that first.
Check #5: Send a test reminder
On any lead, set a test reminder for 2 minutes from now. Wait. If it doesn't arrive within 5 minutes, the issue is delivery-related — email info@dotleadscout.com.
SMS Reminders Not Arriving #
Check #1: SMS consent was given
When you save an SMS-type reminder, a consent checkbox appears: "I consent to receive text message reminders from DOT Lead Scout." If that box isn't checked, no SMS will ever send. This is a legal requirement under TCPA, not a setting you can bypass. Re-create the reminder and check the box this time.
Check #2: Phone number format
The reminder phone must be a valid 10-digit US number. Formats like
(555) 123-4567, 555-123-4567, and 5551234567 all work. If you accidentally entered an 11-digit number with a leading 1, or a number from outside the US, SMS won't send. Check #3: You haven't replied STOP
If you ever replied STOP to a DOT Lead Scout SMS, your number is on the opt-out list and no further SMS will send. To opt back in, reply UNSTOP or START to any previous DOT Lead Scout SMS, or contact info@dotleadscout.com.
Check #4: Carrier filtering
Some mobile carriers (especially business plans) aggressively filter automated SMS. T-Mobile and AT&T are the most common culprits. Try having a coworker on a different carrier set a test SMS reminder to compare.
Check #5: Send a test
Set an SMS reminder for 2 minutes from now. SMS typically arrives within 30-60 seconds. If nothing in 5 minutes, it's a delivery issue — email support.
Timezone Issues #
Reminders fire based on your profile timezone, not the device you set them from. If you set a reminder for "9 AM Tuesday" from a phone in Pacific time but your profile is set to Eastern, the reminder fires at 9 AM Eastern (6 AM Pacific to you). Common gotchas:
- Recently moved or traveling? Update your profile timezone in Profile → Profile Basics
- Daylight saving transitions — reminders set across a DST boundary might fire one hour off if your timezone wasn't adjusted
- Use the Detect button in your profile to auto-set timezone from your browser — the live "current time in selected timezone" display below the dropdown confirms it's right
Make Sure You Picked the Right Notification Type #
When creating a reminder, you choose Email or SMS for the notification type. If you expected an email and only have a phone in your reminder phone field (or vice versa), no notification fires. Setting both is also possible — make sure the type matches the contact you're checking.
