> ## Documentation Index
> Fetch the complete documentation index at: https://help.tellem.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Some sources — especially plain calendar events — don't include structured contact or address details. Open the appointment on the Schedule page and add the…

## 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.

## 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](/getting-help). (Email isn't subject to
the same setup, so it's a good fallback.)

## 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.

## 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.

## 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.

## 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.