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An appointment is missing a customer or address

Some sources — especially plain calendar events — don’t include structured contact or address details. Open the appointment on the Schedule page and add the missing customer phone/email and address. Appointments missing required details are collected on the Needs attention page.

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A customer didn’t get a text

Check, in order:
  1. The appointment has a customer phone number.
  2. The relevant trigger is turned on (Triggers page).
  3. The current time is within your messaging hours.
  4. Text messaging is enabled for your account.
If all of those look right and texts still aren’t going out, that’s something our team should look into — see Getting help. (Email isn’t subject to the same setup, so it’s a good fallback.)

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A worker’s location isn’t updating

Make sure the worker finished setup (paired the Tellem app) and that location permission is granted on their phone. The Field workers page shows when each worker last reported in. If you’ve set a Tracking window (Account → GPS tracking & privacy), location is only collected inside it — a worker who’s on the clock outside their set hours or weekdays won’t report in until the window opens. Widen or clear the window to allow tracking at other times.

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Arrival times look wrong, or say “on time” when running late

Live arrival estimates need an assigned worker who’s actively sharing location and an appointment address that pins on the map. Without both, Tellem uses a simpler time-based estimate.

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I connected a calendar or Jobber but don’t see my jobs

Imports bring in upcoming jobs; very old or far-future items may not appear. Re-running an import refreshes existing appointments rather than duplicating them. If a connection shows expired, reconnect it on the Integrations page.

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My account settings won’t save

Every account needs a business name and at least one contact — a cell number or an email address. The name appears in every message customers receive, and the contact is how Tellem reaches you about cancellations and late jobs, so a save that would leave either one blank is refused. If a save on another page (for example Triggers) reports this, open Account and fill in the missing detail once — the other pages save normally afterwards.